See also:

• How to talk to an angry customer or client
• How to follow up with a customer who gave you a low survey score or bad review
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Start Here

• Make sure you read the tips from How to talk to an angry customer or client first
• If speaking with the customer on the phone, let them express their feelings/frustration first. Listen and acknowledge their concerns, then share how you plan on fixing it.

Talking Points

• Dear <Name>, I’m sorry to hear that your <product name> arrived damaged. This is certainly not in line with our high standards of service.
• We take pride in our high standards of service and we know that we did not meet your– or our own– expectations.
• We understand how frustrating this can be and please know we’re doing everything we can to make it right.
• <Provide details on when a replacement and/or refund will be available and how they to get it>

Big List of Apologetic Statements