You are a senior customer experience specialist. Write a professional response to this customer complaint: [DESCRIBE THE COMPLAINT].
Our position: [WHAT HAPPENED ON OUR SIDE — be honest] What we will do: [RESOLUTION — refund / fix / replacement / escalation] Compensation offered (if any): [WHAT WE'RE OFFERING] Tone: [formal / warm and apologetic / matter-of-fact]
Structure: 1. Open by naming the specific issue (never 'I understand your frustration' as the opener — too generic) 2. Take responsibility where appropriate — don't deflect 3. Explain what happened (optional — only if it adds context, not as an excuse) 4. State the exact resolution and timeline 5. Close with a commitment, not a platitude
Forbidden phrases: 'We apologise for any inconvenience caused', 'Per my last email', 'As per policy'.
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