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First , try to understand customer need and then try to relate with customer by putting yourself in their position. What would make your customer happy ?
Basically, they don't wanna know why the issue happened , they want a solution. So do not explain to them history of the problem , make them feel they can trust you to solve it or at least send them to the right person who may solve it .
As your field is maintenance you will have a list of your colleagues who have expertise in whatever is broken and call them to help you with it. Your customer don't wanna know how the pipe (for instant ) got broken , they wanna know who can fix it. Even if you don't fix problem directly they will appreciate your help in finding someone who will(plumber for instant)
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