Source: Gary Leff - View from the Wing
When a crisis event happens, don’t run from it run towards it so critics have nowhere to go.
Munoz shouldn’t say the customer was inconvenienced, he should say it was a terrible, horrible experience. He shouldn’t say it’s upsetting, he’s angry and he’s going to get to the bottom of it. Be active. Show actual concern, don’t be mealy mouthed.