Hello Joe,
Thank you very much for your feedback and bringing our attention to this issue. My name is –Your Name – and I will be glad to sort everything out for you. I would like to sincerely apologize for the negative experience you had and all the inconveniences caused. We do value you as our loyal customer as well as our reputation and would like to make it up by resolving this issue as soon as possible.
High quality service and our customers’ satisfaction with our products is our main goal and priority. I understand that we dropped the ball this time, but we will do our best to meet your expectations and avoid such unpleasant situations in future. I will personally check all your recent orders and ensure that correct items are redelivered to you absolutely for free and within the shortest period of time. You will be updated on the time when your orders are resent and will not have to return the previously received ones.
Once again, we are very sorry for all the inconveniences. We highly appreciate your understanding and cooperation and hope to see you as our customer for many upcoming years.
Sincerely,
Response #1 – Cynthia
Hi, Cynthia. Impressive! You wrote it in a very professional manner and according to all standards. That is great that you show your commitment and great care about the customer’s feedback and such attitude is a proof of excellent customer service. You have also found a personal approach and effective resolution of the situation. Well done!
Response #2 – Samuel
I like it. Your response is very interesting and effective. The only issue is that you talk only about one order, while Joe mentioned a few of them that were made this month. But still, the message is so nice that I think Joe will not even notice it. Though it seems to me it is a bit too informal at some places, it also has a range of strong sides. Firstly, mentioning the exact description of the order is surely one of them. Secondly, personal approach is very vivid and it is definitely great. You put yourself into Joe’s shoes and your sympathy is felt. Thirdly, immediate reaction and actually the ACTION (immediate redelivery)! It shows you are responsive and value the customer’s time as you resolved the issue at once. And of course, I am sure a gift card will be a sweet candy for Joe. Persuasive and professional! Good job!
