Your customer has a busy life, just like you do. Keep that in mind, especially when you’re initiating contact with unhappy customers.

Here’s an example. Instead of saying “I’ll have this issue fixed soon. You’ll receive an email update in 1-2 business days.”

Try saying “I’ll have this issue fixed for you soon. I can give you a call around noon tomorrow with an update. Or would you prefer an email?”

In the bad example, you’re not allowing the customer any control over when or how they receive an update. Worse yet, you’re telling them they might have to wait two days.

In the good example, you're inviting the customer to either suggest a different time or opt for an email. This personal touch allows the customer some control over when you intrude on their day.