One of your customers has just said to you, "The service here is terrible." You should say:
"What is it about the service that you have not liked?"
"Would you like to fill out a complaint form? ...
... I can get one for you."
"I realize our service is poor today. We are understaffed, so I apologize."
"I am really sorry to hear you say that, but we are trying as hard as we can."
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