Apology for general matter.
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Strategy:
Reply quickly, acknowledging the mistake sincerely and
explain how it happened. Indicate what changes you are making 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 to prevent a
reoccurrence.
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