Honesty is key in customer service, but never say there's nothing you can do about your client's complaint.
Once you've heard what they had to say, start clarifying and apologizing—make clear what's necessary, and tell the customer you're sorry they've had this negative experience.
From then on, you can communicate what you can and can't do about their problem. Be sincere, and ask your manager or a fellow associate for help if the problem is out of your depth.
Source: Vendhq, 2021.
Photo by Clay Banks on Unsplash.