You are about to feel what one line of context does. A customer is upset that their catering order showed up late to an office lunch. Which reply would you actually send?
Dear Valued Customer,
Thank you for reaching out, and please accept our sincerest apologies for any inconvenience you may have experienced. Due to unforeseen circumstances beyond our control, your recent order did not meet the high standards we strive to uphold.
As a gesture of goodwill, we would like to offer you a full refund and a complimentary order on your next occasion. Your satisfaction is our top priority, and we deeply value your continued business.
Warm regards, The Team
Hi Priya,
You are right to be frustrated, and I am sorry. Your platters were supposed to arrive by 11:30 for the office lunch, and they got there at 12:10. That was my mistake: I routed the driver to the wrong entrance and lost forty minutes.
I want to make it right. I have taken 20% off this invoice, and I would like to cater your next order at that same discount. The food went out hot and complete, and I will make sure the timing matches next time.
Thank you for telling me instead of walking away, Maya
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