If a customer is upset about a reported case, remain calm, actively listen to their concerns, and empathize with their frustration I believe it’s important to be honest and clear, so I would explain the situation as simply as possible and work on finding a fair solution. If I can’t resolve it right away, I would let them know the next steps and make sure to follow up until the issue is resolved. My goal is always to turn a negative experience into a positive one.