Asking for details or offering technical fixes may reduce satisfaction, while moving conversations to private channels helps contain negative feedback. Reassurance (“We’re here to help”) and enthusiasm (“Thanks!”) improve satisfaction, but excessive compassion (“We’re sorry to hear that”) can amplify negativity. For firms, this means rethinking digital customer service strategies. Training frontline agents to balance information gathering with solution delivery—first clarifying the issue, then offering a fix—can turn frustration into satisfaction and protect brand reputation.