由 Marshall Field、John Wanamaker 和 Harry Gordon Selfridge(来源)推广的座右铭“客户永远是对的”只是在某种程度上是正确的。我们不是生活在 19 世纪（就像 Field、Wanamaker 和 Selfridge 所做的那样）。您的客户服务代理不必同意每位客户的意见并向不正确的客户道歉。但是，他们应该始终对客户的投诉做出反应。在本指南中，我们讨论了 道歉的话题——如何向客户表达歉意以及如何处理不同来源的冲突。
Hello [customer’s name].
I’m really sorry to hear that our agent acted in the way you have described. I want you to know that such behavior is completely unacceptable and against our rules, the company’s mission, and beliefs.
I can assure you that this situation will be discussed with my line manager and will be escalated. Please accept my sincere apologies. You can be sure that this kind of situation will never happen again.
Good morning, [customer’s name].
You are 100% right. Information about [the topic on which there was a lack of information] should have been presented to you before you [action taken by the customer that caused the issue].
We will be happy to cancel your [order/purchase/extra fee] and refund any expenses to your account.
Once again, thank you for letting us know about this issue. It will help us prevent any future misunderstandings. I have already passed this information to [name of the team responsible for this situation] and they are working on solving this issue as we speak.
Hi, [customer’s name].
Thank you for reaching out and informing us about [information provided by the customer].
Our [Legal Team, for example] reviewed the Terms and Conditions of use of [product/service], and we must admit that you are right. The information enclosed in that document was neither precise nor fully compliant with local regulations. We are in the process of updating the document and will let you know once a revised version has been published.
Until then, please rest assured that we are treating this matter with the utmost concern and seriousness. We will inform customers impacted by this issue and review any case that has caused problems for our clients.
Hi, [customer’s name]!
I’m sorry that you had to wait for such a long time to receive a response from [company’s name]. This shouldn’t have happened, and I want to assure you that it was a one-off situation. What’s more, it’s completely against our internal standards and the service-level agreement our support agents have signed.
To make it up to you, I’d like to offer [something the agent can provide to the customer as an apology for the delayed response].
Hello, [customer’s name]!
Thank you for reporting that issue to our team. We have thoroughly investigated the problem with our [team’s name] team and it turned out that [ result of the investigation].
This means that neither [company’s name], nor any of our employees is responsible for the situation. The probable cause of the issue may include [list of reasons possible reasons for the problem]. That’s why we are closing your ticket/resolving your inquiry. We hope that you fully understand our decision.
If you have any questions or need help with any other issue, please don’t hesitate to contact us again using the communication channel that suits you best.
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