Проверьте грамматику, please gen.

[Nelly777]

[mikhailS]

*One of our Сlients called the Customer support in a terrible mood. She was furious because the money from her credit card were not sent to another bank to repay the loan in time, as it was agreed when she ordered 'The Service of Regular Payment'(hereinafter RP). The reason was failure of the banking software but of course she didn't care.
She cried that she would never use the services of our bank, insisted on deactivating RP and closing all her accounts.

One of our clients called up the Customer support, sounding very upset. As it turned out she was furious because despite a Regular Payment Service (hereinafter the RP) arrangement she'd had with the bank the money from her credit card had not been transferred to another bank on schedule thus causing delay in a loan repayment. We tried explaining her that it must have been a failure of the banking software but she just wouldn't budge.
Despite our efforts to calm her down she kept yelling, threatening to never use our services again and insisting on deactivating the RP and closing all her accounts immediately

*I never interrupted her while she was crying because in every conflict situation it is important that the Client has an opportunity to sound off. I paraphrased her speech for her to realize that I listened to it and understood correctly. Then I apologized, thanked her for informing of the error, so we can fix it now and started the explanation in a very calm tone of why it happened.
I told that every systems, cars, home appliances, furniture even the most expensive can malfunction one day. And it's not worth it to take such a serious decision only because of one bad case, as a result depriving herself such a convenient service.

I let her finish without any interruptions because when dealing with an unhappy customer it is important to make sure they are given an opportunity to make their point. When she was finished I politely asked her a few questions just to make sure I understood everything properly. Then I apologized, thanked her for informing me about the problem and assured her that we would straighten everything out.
I started by explaining her that any modern equipment, be it a car, a home appliance or a piece of furniture, even the most expensive household items have the potential for a malfunction. I told her that one should not make any serious decisions based on one bad instance only and deprive oneself of a convenient service.

*Then I held the presentation of the RP-service, mentioned some of the statistical facts and Сustomer feedbacks, talked about all the positive aspects of this service to distract our Client from the negative mood and defuse the situation.
I also told that every Сlient is very important for our Bank and we work 24 hours for improving the level of service, because it was really so.
I tried to convince this lady because if a Client has closed the account and had a bad opinion about the Bank she would have told about this negative experience to her friends, relatives, neighbors, and they would have never became our Clients. This is very bad for the reputation of the Bank and those who work there.

Then I tried to soften her hostile attitude a little bit and defuse the situation by making a brief presentation of our RP service, giving her some statistics along with some Customer feedbacks and emphasizing the benefits of this service.
I assured her that every single client was very important to our Bank and pointed out that we were working 24 hours a day to make sure our services were constantly improved, which was the truth. I tried to admonish the lady, saying that if she closed her accounts now and walked away with sorry/hard feelings about the Bank she would probably share her negative experience with her friends, relatives, neighbors, and they would never become our clients. This was very bad for the reputation of the Bank and those who work there.

*Because of the inconvenience that the Client delt with, I promised to provide her a sorry-bonus.
For every person it's important to be heard, to feel the care and realize his significance.
I knew this woman was not angry at me personally, she was dismayed by the situation and I did my best to comfort and persuade her.
As a result, till the end of our conversation this lady activated seven more RPs.

Given the inconvenience the client had experienced, I promised to make it up to her by providing some sort of a {sorry-bonus}.
Every person wants to be heard, feel the care and realize their significance.
I knew that this lady was not angry with me personally, she was simply upset by the situation so I was doing my best to reassure her.
Finally, by the end of our conversation the lady decided to activate seven more RPs

PS В идеале, конечно, нужно было бы оригинал увидеть