An action is missing : the rootcause should be communicated. This information is important to show to the client the knowledge and expertise of the team about this service

Acknowledge the Issue: Apologize sincerely for the service failure and express understanding of its impact. Communicate Quickly: Share updates transparently, explaining the situation and actions being taken. Root Cause Analysis (RCA): Identify and disclose the core issue, whether it was technical, procedural, or human error. Corrective Actions (CAPA): Outline the immediate steps to address the issue and the long-term measures to prevent recurrence. Offer Compensation: Extend credits, discounts, or additional benefits as a goodwill gesture. Engage Proactively: Respond promptly to customer concerns with empathy and clarity. Reaffirm Reliability: Emphasize the improvements made and your commitment to customer satisfaction.

I remember one time when we had to close the store due to a power outage during peak hours. I immediately acknowledged the inconvenience this caused our customers and sincerely apologized, making sure they felt heard and valued. We followed the closing procedure, securing the registers and helping customers evacuate safely and calmly. While we couldn’t offer any additional discounts, I communicated transparently about the situation and provided regular updates on when we expected to reopen. It would be nice to show our appreciation in other ways, so we extended our store hours once power was restored and offered personalized follow-ups to loyal customers. This approach helped reinforce our commitment to their satisfaction.

Analisar / estruturar ações pautadas em causa raiz do problema, reconhecer a falha, comunicar as partes interessadas e se aplicável , avaliar aplicação de políticas de bonificação e, por fim, acompanhar para garantir que não hajam reincidências.

Immediately acknowledge the failure, apologize sincerely, and provide transparent information about what went wrong. Offer a clear plan to resolve the issue quickly, including steps to prevent future disruptions, and communicate updates regularly. Show appreciation for their patience by providing compensation or added value to demonstrate your commitment to making things right.