Express empathy from the very beginning, and anytime it's necessary throughout the call/chat: "Thank you for bringing this issue to our attention, I'll do my best to check it and see what we should do to resolve it"

Pay attention to all user's messages and use your Active Listening to show empathy for users to feel heard: "I understand that verifying your Bank details takes longer than it was expected. Please let me check what should be done in this case"

Shift focus from negative to neutral, not to blame on the user or yourself: change "You cannot use Wix Payments because you sell prohibited items" to "Upon checking your account, I noticed that some products from the list of prohibited items were chosen when connecting Wix Payments"

Avoid Sympathy: "You must me so tired of uploading your Company details several times". Instead, say: "I realize that it causes inconveniences, and I'll gladly help you with uploading your Company details during the chat"

Change "I'm sorry" to other phases - "I understand", I realize", "I know how", "I imagine how", etc.

Praise the user for the work done: "I'm glad the issue is fixed. We've been a great team!"

Thank the user for their time, patience, positive thoughts about Wix or your help: "Thank you so much for your time and patience!"; "Thanks for your kind words! It was a pleasure to assist you today"