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Script text
[Name], I've just reviewed the account and I'm going to be completely honest with you: we dropped the ball on this one.
[Specific Mistake — e.g. The order was dispatched to the wrong address / The charge was applied in error / The account was not updated as promised] should not have happened, and I'm not going to give you a runaround explanation for why it did.
Here's what I've already done while I had you on hold: [Specific Action Already Taken — e.g. I've issued the credit to your account / I've escalated the shipment to Priority Express / I've flagged your case as urgent].
That will [Specific Outcome — e.g. show up in your account within 24 hours / reach you by Friday / be reflected on your next billing cycle].
On top of that, I want to make up for the time you've spent chasing this down — because that is time you shouldn't have had to spend. I've applied [Bonus Credit, Discount, or Upgrade] to your account as well.
Does that feel like we're moving in the right direction?
[Pause. Listen.]
[If yes:] I'm glad. I've made a note on your account with everything we've discussed today, so if you call back, the next agent will have the full picture.
[If not satisfied:] That's fair — you've been more than patient. Tell me specifically what would make this right, and I'll do everything in my power to make it happen.
