CX & Customer Success resources

Mistakes happen.  Your customers are usually quick to notice and remember the bad experiences.  But a well-crafted, meaningful apology can go a long way toward not only repairing the relationship but will demonstrate that your company truly cares about its customers and is an organization that can be trusted.  Although this is a fun and smile-inducing example, this note is also a great example of how to apologize to a customer the right way.
Sadly, they seem to have lost a good team member in the process.  But here are my take-aways:

1. An acknowledgement of the problem and clear acceptance of responsibility
2. A clear resolution and “making it right”
3. An attempt to understand root cause (which might require a conversation)
4. A description of the failed process and what will be different next time so it doesn’t happen again

I just hope they have now equipped their delivery team with better training and brought on a suitable replacement!