This is the worst day of the customer's lives. It's the first time the customer has been involved in something so serious. Use experience and compassion to soothe and comfort scared customers. If you don't have any compassion, get another career. Your family .
Every customer has a family and is a family member.
Treat customers as if they were a member of your own family. Treat them as if they were the family members you like. Phone home . Just about every person in an emergency situation was going to be somewhere or has someone who needs to know about the problem. Use your cell phone and call their family or friends and let them know a familiar face is on the way to visit them.