DISSAT!!!

Imagine I only had 1 out of 6 passing customer survey. My TL told me that my customers are only satisfied and they should be VERY satisfied with the service that I delivered. My coach told me that I should give empathy and assurance statements in every call, this will make or break the call. That one I always fail to deliver, I always jump to the troubleshooting part of the call. For those people who know me better, they know that I always deal with the facts and I don't want the customers to think that I can do everything for them. So I just need to swallow my pride and just abide by the rules, they are the one who pay me anyway.