Service recovery reply

Replace highlighted brackets, then copy.

Reply to customer issue: "[issue]". Thank them, restate the issue, say what you’re doing now, give a timeline, and offer a make-good if appropriate.

• issue - replace the bracketed field with your info

• Lead with thanks.
• Be concrete on timing.
• Offer one make-good, not many.

• Active listening reply
• Analogy explainer
• Apology and repair
• Celebrate a win