Have you ever had a caller with an issue that couldn't be resolved?
In a class yesterday, the participants described a situation that cost their client a large sum of money. It had happened. There was nothing that could undo that interaction or change the outcome.
So, how do you rebuild the relationship?
Step 1: Listen fully.
Step 2: Apologize sincerely.
Step 3: Ask the client what they would like you to do.
They know it can't be changed. Give them this extra chance to vent and to come up with a request.
Step 4: Do what they ask you to do.
Chances are, they will ask you to investigate how it happened and put a system in place so that it doesn't happen again.
Do that, and do it well, and you are on the path to redemption.