Bringing positivity into your script will better the experience for both the customer and agent.
When taking a call from a customer who is upset their package has not yet been delivered, the simple response would be “I’m sorry that the item hasn’t yet been delivered. You’ll have to wait for it to arrive.” Instead of merely telling the customer they will have to wait, you can encourage the customer by responding “I’m sorry it’s not arrived yet. Let me check with the courier and see when delivery can be arranged.” By doing so, the customer recognizes the most is being done on your end for them to be satisfied.
Here’s a few more examples:
Instead of “It’s our policy to take down this information before we get started. I understand how you feel, but that’s all we can do”, try saying “Here’s what I can do to make this easier for you. Let’s start by taking some information down.”
Instead of “I’m sorry but I can’t give you a refund”, respond with “I’m sorry that we are unable to give you a refund, but let me see if there’s anything else I can offer you.”