Committed To Your Customer Prove It When They Complain!
unjustified and the customer is dead wrong. You are in a position of potentially losing a customer without having done anything wrong so better respond fast. Respond by thanking the customer for bringing the matter to your attention and politely explain the customer’s incorrect perception of error. Offer, a “thank you for your loyalty” extra service, coupon, or partial refund just to help induce the customer to return. After all, the complaining customer is giving you the opportunity to woo them back.
On the other hand, if the complaint is justified and you are in error, think of this as a real opportunity to prove your mettle. If the error is systemic, change the system to insure this error will not happen again and notify the customer about the new procedure. If the error is just a dumb mistake, apologize profusely. In either case, offer inducements to right the wrong, and
