Replace apologise with acknowledge because you should not be sorry for something that isn't in your control. e.g ' Sorry for the long wait' to be replaced with 'thank you for waiting' it's always much more positive.
Instead of "calm down", one should better say, "I am really aimed at helping you but I would appreciate you patience first. Let me check it out what's the matter. I am sure I will solve your problem"
Never say CALM DOWN! With a person that is escalated the way I typed calm down is how they hear it. But the words they hear are You’re crazy sir/ma’am.
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