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You are solving a difficult issue that you have never encountered before. You still don't know what's causing the issue an hour later. What should you reply when the customer asks what's wrong?

A You're not sure yet, but you're confident that you'll get it figured out soon.

It's crucial to maintain a positive attitude and project confidence when dealing with customers. If they have phoned you, they are probably already having a terrible day and are counting on you to fix the issue.

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