LL - How to acknowledge customer concern - and why you must

Acknowledgement - repeat their issue back to them, let them know you understand
1. You received an email from SunCoast Sciences but you’ve never placed an order with that company?
2. I understand how confusing that is - I totally agree.
Apologize for perceived loss of service 2x. At the beginning and end of your conversation.
1. I’m so sorry this happened.
Give them a reason if there is one (take accountability) let them know the actions we are taking to fix it.
1. We’re already aware of the situation and our tech team is working to fix it.
2. We share an email system with the folks at SunCoast Sciences and somehow order confirmations got sent to a few people.
Reassure - tell them not to worry
1. Rest assured that it’s completely separate from our order system so no financial information was breeched - you don’t need to worry.
2. You can disregard the email.
3. I apologize for the inconvenience.

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