B1Nhập vai chọn nhánh
Tình huống. Một khách hàng đăng bình luận công khai phàn nàn sản phẩm bị lỗi trên trang Facebook công ty. Xử lý khéo léo: phản hồi công khai điềm tĩnh, rồi chuyển sang tin nhắn riêng để giải quyết cụ thể.
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Hi, we're really sorry to hear this happened — that's definitely not the experience we want for you. Could you send us a DM with your order number so we can make this right?
You're right, I'm sorry that came across that way — that wasn't my intention. Let's move this to a DM so we can sort it out properly.
Thank you for the details. I'm really sorry — a zipper breaking on first use definitely isn't normal. I can offer a replacement or a full refund, whichever you'd prefer.
That's completely understandable. I'll process a full refund today, and I'll also flag this to our quality team so it doesn't happen to others.
Of course — and as an apology for the trouble, I'd like to offer you a 20% discount on a future order, no obligation.