Question

A customer angrily complains that the billing department has not returned her call about an error she discovered in a bill.
Before offering to help the customer contact the billing department it is BEST to say:
"The billing department has been very busy lately."
"Did you try calling the billing department back?"
"I can't understand what's the matter with the billing department."
"I'm sorry the billing department has not returned your call."

Answer 1

"I'm sorry the billing department has not returned your call."

This response acknowledges the customer's frustration, offers a brief apology, and shows empathy without blaming anyone — the best way to defuse the situation before offering help.