MEMORANDUM

To: Customer Service Department

From: [Your Name]

Date: [Date]

Subject: Addressing Customer Complaints about Recent Promotion

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Dear Customer Service Team,

It has come to our attention that our recent promotion, which promised substantial discounts on select items, has encountered a technical glitch resulting in numerous customer complaints. Many customers were charged the full price at checkout despite the advertised discounts. At the forefront of customer interaction, we must address this issue promptly and provide satisfactory resolutions to all affected customers.

Action Plan:

1. Acknowledge and Apologize:

   • Immediately acknowledge the concerns raised by affected customers.

   • Apologize for any inconvenience caused due to the technical glitch.

2. Investigate and Identify:

   • Conduct a thorough investigation to determine the extent of the technical glitch and identify the specific items and transactions affected.

   • Collaborate with the IT department to understand the root cause of the glitch and implement necessary fixes to prevent recurrence.

3. Communicate Proactively:

   • Proactively reach out to all customers who made purchases during the promotional period.

   • Clearly explain the technical issue and assure customers that we are committed to resolving it swiftly.

4. Offer Remedies:

   • Provide affected customers with refunds for the price difference between the advertised discount and the amount charged.

   • Offer additional compensation such as store credits or discount vouchers as a gesture of goodwill for the inconvenience caused.

5. Ensure Transparency:

   • Maintain transparency throughout the resolution process by providing clear explanations and updates to customers.

   • Encourage customers to reach out to our customer service team for any further assistance or clarification.

6. Monitor and Follow-Up:

   • Implement mechanisms to monitor customer feedback and track resolution progress.

   • Follow up with customers post-resolution to ensure their satisfaction and address any remaining concerns.

Please note that our priority is to restore customer trust and satisfaction. We must handle each customer interaction with empathy, professionalism, and efficiency. I trust in your dedication and expertise in handling customer concerns effectively. Should you encounter any challenges or require further guidance, please do not hesitate to reach out to me or your respective team leaders for support.

Thank you for your attention to this matter and your continued commitment to delivering exceptional customer service.

Sincerely,

[Your Name]

Customer Service Manager

[Your Company Name]

[Your Company Email]

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