Many people work in the customer service sector, whether by phone, chat, or in-person (stores, shops, etc.). Please confirm if it's true that direct statements like the following should be avoided when assisting customers:
A shop owner explaining the issue to a customer (in-person): It's not working because you did not charge the battery. Let me give you a copy of the instruction manual.
Tech support to a customer (by phone): The link expired because you did not click it within 24 hours. Don't worry, I'll send you a new one.
Instead, they should use passive constructions:
It's not working because the battery was not charged.
The link expired because it was not clicked within 24 hours.
