Final answer:
When a customer complains about the time it takes to resolve an issue, it's important to apologize, offer an explanation, and provide a realistic timeframe for resolution while maintaining open communication.
Step-by-step explanation:
When a customer complains that you're taking too long to solve an issue, it's important to address their concerns promptly and professionally. Start by apologizing for the delay and showing empathy for their frustration. Then, offer a solution or explanation for the delay, such as being in the middle of a complex problem that requires time and attention. Assure the customer that you are actively working on resolving the issue and provide a realistic timeframe for when they can expect a resolution. Keep communication open and transparent throughout the process to build trust and manage expectations.