Despite your finest efforts, customers Testament excite rubbed the false expedient from age to date.
Jab as you may to supply the chief function practicable, there Testament inevitably be moments where there you Testament carry broken up customers. Some incidents may solely be your defect, while others may conclusion from an opportunistic customer attempting to receive something for free ride via a blaze of faux acrimony. At any scale, it's needful that you lodging the argument with clemency and diplomacy, as an bothered customer has the aptitude to spread negative publicity about your business.
Instructions
1. Gather all of the facts of the situation. The last thing you want to do is to write a form letter that fails to address all of the specifics of the situation. An angry or jilted customer wants to see that you took the time to personally understand his complaint and that you actually care. If possible, talk to everyone who witnessed the incident if there were multiple employees involved. This is important because if you only get one staff member's Argument, it may be skewed if he is still mad about it or at the customer.
The first sentence should involve "We're sorry" in some form or fashion. You can add any other wordy smoothing over in the remainder of the body of the letter, but keep first things first and apologize as quickly as possible.3. Show empathy for the customer's situation.2. Apologize immediately in the letter. Don't beat around the bush with idle pleasantries at the beginning.
Saying you're sorry is important, but stopping there can hurt the chances of him shopping with you again, as he may think that you're only apologizing because you have to. Go into details. For example, if the customer was shorted a tray of food for a catering order, explain how you understand how embarrassed he may feel since he was trying to impress new clients at his business meeting.
4. Offer something compensatory if at all possible. Granted, you don't want to give away the store, but the extra money you spend or lose in the interim is well worth it if you secure her patronage for years to come. Saying you're sorry is good, detailing your empathy is better, but offering something tangible for her trouble is golden.
