Start by thanking the customer for their custom or for their feedback. Reiterate the complaint and apologise on behalf of the company. Acknowledge the validity of the complaint and say what you’ll do internally. Offer some compensation or benefit. Close the issue. http://500ab102e3079df093a4-ff8eeadd950d51fd1fc939dca75b3973.r47.cf1.rackcdn.com/assets_default.swf