A customer’s expensive laptop has stopped working after just three days. The company’s first reply was spectacularly unhelpful. Let’s write the version they should have sent.
Use each word from the bank once. Choose expressions that are appropriate for professional customer service.
Word bank: apologise · appreciate · arrange · inconvenience · investigate · replacement · resolve
Dear Customer,
Thank you for contacting us. We sincerely (1) ______ for the problems you’ve experienced with your laptop.
We (2) ______ how frustrating this must be, particularly as you only purchased the device three days ago.
We would like to (3) ______ the issue immediately and (4) ______ a collection at a time convenient for you.
If the fault cannot be repaired, we will offer a (5) ______ in accordance with your consumer rights.
Our priority is to (6) ______ the matter as quickly as possible.
Thank you for your patience, and please accept our apologies for the (7) ______ caused.
Kind regards,
Customer Support
Extra challenge: Write a single sentence from the worst possible customer-service email. Make it absurdly unhelpful without being abusive.
