Escalated Customer Recovery Plan
Repair trust after a serious problem.
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Create a recovery plan for an unhappy key customer. The problem and its impact on the customer: [PROBLEM_AND_IMPACT]. Timeline of events: [TIMELINE]. Our root cause (verified): [ROOT_CAUSE]. The customer's demands and tone: [CUSTOMER_DEMANDS]. What we can offer: [REMEDY_OPTIONS]. Contract context: [CONTRACT_CONTEXT]. Produce: 1. Day-by-day plan for the first 10 days: acknowledge within hours, assign one accountable owner, hold a listening call, confirm facts, deliver a fix, and agree a communication rhythm. 2. A call script: opening with accountability, listening questions, summary of what we heard, and what we will do next with dates. 3. A written recovery plan for the customer (one page): what happened (plainly), why, what we have fixed, what we will do to prevent repeats, how we will keep them informed, and a named contact. 4. A decision framework on remedies (credit, extension, free services) with limits and approval levels; legal review of any admission or compensation language [VERIFY]. 5. Internal root-cause review and lessons learned. 6. A 30-60-90 day follow-up to rebuild trust: check-ins, metrics to share, and a satisfaction conversation. Rules: no blame on the customer, no minimizing, no promises without owners. Use only verified facts. Remedies and written admissions can have legal effect that depends on [JURISDICTION]; have counsel review any written offer before it is sent.
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