Case Study Prompt:
Our Customer Care Specialists handle a wide variety of customer escalations, including issues related to billing and payments. It is important that we apologize for their experience, address their concerns and provide a resolution in one touch. Please draft a written response to the customer email below:
“Dear Clutter, I contracted your team for “peace of mind”, but the current experience has been anything but. I was scheduled to have my first appointment yesterday. Everything was all set until my son came down with the flu 20 minutes before your team arrived. As I was attending to my son, I didn’t have time to reach out and cancel the appointment or answer any of your updated texts. The team came on-site, and I informed them that we need to reschedule for another day. They said no problem. As I am scrolling through my charges, I was charged a $100 cancelation fee. This needs to be refunded immediately, as I did not authorize this charge!”
NO More than one page – needs to be short but please follow prompt instructions
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