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 you had a poor experience with us recently.
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 we want to make it right. Because we want to make sure something like this doesn’t happen again, we’ve <provide high-level detail to show that you’ve taken steps to safeguard their future experiences>.
Examples:
We’ve launched an investigation into the incident.
We spoke with the team involved to ensure this doesn’t happen again.
We’re updating our processes/platform/app.
As a small gesture of our gratitude for your patience and understanding, please accept <a bottle of wine, a gift basket>.