This client knows exactly what he wants. He is not up to vocalizing emotions — he is outwardly restrained, focused on the problem, formulates thoughts in a structured and clear manner. It is important to offer him exactly the solution he asked for. We explain in detail what went wrong, why, and what measures we took.
It's a bad idea to:
- apologize, regret, make excuses, use emotional words;
- accept information without specifying that you and the user understood each other correctly, and think out for him;
- give a general answer, "we accepted your request," without details of how and when you will solve the problem.