Complaint Response Template

Help me respond to this customer complaint:

Complaint: [DESCRIBE OR PASTE COMPLAINT]
What happened: [YOUR UNDERSTANDING]
Our fault: [YES/NO/PARTIALLY]
Resolution options: [WHAT WE CAN OFFER]
Business: [BUSINESS TYPE]

Create a response that:

1. Opens with empathy (no excuses)
2. Acknowledges the specific issue
3. Takes appropriate responsibility
4. Explains what happened (briefly, if helpful)
5. Offers clear resolution
6. States next steps and timeline
7. Commits to preventing recurrence
8. Thanks them for feedback

Versions:

- Standard response
- If they're very upset (de-escalation needed)
- Follow-up after resolution

Tone: Empathetic, professional, solution-focused
Never defensive or blame-shifting.