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Reply to an upset customer
When a customer or client is angry and you need to calm things down and move to a fix, without admitting fault before you know the cause.
Updated
Draft a reply to the upset message below.
What I can offer: [Offer]
What I can't promise: [Limits]
The reply should:
- Open by showing I understand their specific problem, in their terms, not with a generic apology.
- Apologize for their experience without saying we were at fault or guessing at the cause.
- Say what happens next, who does it and when, using only what I can offer.
- Stay calm and plain: no defensive explanations, and no stock phrases like "we value your business".
- Be under 150 words.
Then list anything in their message I shouldn't answer in writing without checking first, such as threats of legal action or claims I can't verify.
Their message:
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