Please reach us at (contact information) so we can take care of you the way we should.ĭear (insert customer name), we’re disappointed to hear about your sub-par experience, and we’ll strive to do better. That being said, we take full responsibility for the mix-up and want to make it up to you. Hi (insert customer name), (business reasons for what went wrong) led to this failure, and we didn’t deliver. Please reach us at (contact information) so we can make things right. We want to hear about what went wrong so we can take care of you like we should have. We Want You to Love it Tooĭear (insert customer name), we love what we do, and we want you to love it, too. (Insert business reason for what went wrong.) We hope you’ll give us an opportunity to discuss this further with you, and would appreciate if you reached out to us at (contact information). We pride ourselves on maintaining the highest quality standards for our customers but we didn’t measure up. Thank you for bringing this issue to our attention, (insert customer name). We appreciate your understanding, and we hope to serve you again. We’d love to be able to fulfill (customer’s request/suggestion), but the reason we don’t is because (insert additional details). Hi (insert customer name), we apologize for the confusion we could have communicated (review detail) more effectively. The goal here is to alleviate frustration by clearing up any confusion.) (Note: this is for when a customer posts a negative review due to confusion or misunderstanding. If you have any additional suggestions for how we can improve your experience, please don’t hesitate to reach out to us at (contact information). Details like these are vitally important to us so we know what we can do to make it better next time. Thank you for taking the time to share this experience with us, (insert customer name). Please know that we’ll be looking into it immediately. We wouldn’t be able to improve our service if it weren’t for people like you who provide us with honest feedback like this. If you’re willing to give us another shot, we’d appreciate the opportunity to give you the (experience/product) you deserve.ĭear (insert customer name), thank you for bringing this issue to our attention. We appreciate your honest feedback about (issue), and we apologize for the way things went. Own itĭear (insert customer name), we messed up. To make amends, here’s a discount on (product/service), on us: (insert link for sales/offers/discounts/etc). Hi (insert customer name), we’re so sorry for the inconvenience - that usually doesn’t happen. We appreciate your feedback, as it’s helping us to improve and ensure a better experience for you next time. We’re currently making adjustments to make sure (review detail) doesn’t happen again. This is not how we aim to run our business. You’re Making Us Betterĭear (insert customer name), thank you for taking the time to share your experience. (Note: Be careful with this one and only use it for the more light-hearted negative reviews…it won’t work on genuinely, extremely upset customers. Give us a second chance to make things right? Oh no, thanks for bringing this to our attention (insert customer name) - that was way off from our usual service. I would appreciate if you could contact me at (contact info) so I can learn more and provide you with any updates. Please know that I’m working to resolve (the issue/review detail). I’m familiar with your situation, and I apologize for the inconvenience this has caused. Hi (insert customer name), my name is (name) and I’m (staff title/role). Take Responsibility With a Personal Touch Please contact us at (contact info) so we can make it right. Validationĭear (insert customer name), thank you for bringing (review detail) to our attention - that is not okay, and we apologize that you had to experience this. Please know that our team is working to prevent (review detail) from happening again. We apologize for not meeting your expectations. Thank you for sharing this honest feedback, (insert customer name). Please contact our (staff title, staff name), at (contact info) so we can hear about your experience and take the proper next steps. I’m Listeningĭear (insert customer name), we’d like to learn more about what happened. Please reach out to us at (contact information) so we can make it right. Dear (insert customer name), I’m so sorry, and we sincerely apologize for (review detail).
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