- What would you like to see happen here?
- How can I help you handle this right now?
This had the effect of switching me from complaining (!) to possible solutions, but also it gave me the impression that they were listening to ME.
Finally, the person took total responsibility, phoned me back after speaking to various other people and then phoned me back later to ensure that I was happy that the situation had been resolved. Wow, that made me feel a million dollars.....am I going to be loyal to them....you bet!