Apology for faulty goods - with solution suggested.
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Strategy:
Deal with this matter quickly as your reputation is at
stake. Acknowledge the mistake sincerely and explain how it
happened. Indicate what changes you are making to your quality
control systems to prevent a reoccurrence. This will help to win
back the customer's trust.
Stage One:
Acknowledge the mistake.
Stage Two:
Explain clearly why it happened.
Stage Three:
Indicate what changes are been made to quality control systems.
Stage Four.
Offer to deliver a replacement ASAP and finish with a
full apology. If necessary offer some form of
compensation.
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