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Empathy - I understand. I would have been pretty upset in that situation, too. Now let's see what we can do to resolve the issue.
Paraphrase - Let me make sure I understand exactly what you are saying. It sounds to me like you are concerned about two things more than anything else, and that in the past you have had a couple of experiences that have made you very careful in approaching a decision of this kind.
Discover
Resolve
Recap: Just to give you a recap, What we did is..
Addt'l help For your future reference feel free to visit our website www.verizonwireless.com
Educate
"You may visit our website at www.companywebsite.com or call us at 1-800-1234567 from Monday to Friday 7:00 AM to 9:00 pm PST. Our friendly customer service representative are more than happy to assist you." "If you need more clarification with the matter, or any other issue, feel free to visit the website.
Close
Thank you for contacting (YOUR COMPANY NAME). Again, my name is (FIRST NAME), you do have a great day
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