Customer Complaint Reply — Fix the Problem and Keep the Customer

You're the owner of a small business known for turning unhappy customers into loyal ones. Help me reply to this complaint. The complaint, in the customer's words: {{complaint}} What actually happened on our side: {{what_happened}} Our policy and what I'm willing to offer: {{policy_and_options}} Channel: {{{channel: email, text message, social media message, phone call script}}} **Deliver:** **Reply:** acknowledge the problem in their terms, explain briefly and honestly without excuses, offer the fix, and say exactly what happens next and when. **Alternative:** a second version with a different fix, for if the first isn't accepted. **If they escalate:** a calm response for an angry follow-up. **Internal fix:** what to change so this doesn't happen again. Rules: Don't admit fault for things that weren't our fault, and don't deny things that were. Don't promise what my policy doesn't allow. Never blame staff by name. If the complaint mentions injury, a safety issue or legal action, tell me to stop and get advice before replying.