On Twitter, you should respond within minutes. On Google, you should respond within days.
For example, “We understand that you have a busy schedule and don’t have the time to wait on the phone for hours. " Or, “It’s understandably frustrating not to receive the item you expected. I would feel the same way. "
If somebody is complaining about long lines, you might say, “We’re sorry you experienced long wait times—it’s always a frustrating situation, especially if you have a busy schedule. "
“We’re sorry that you found a hair in your food—we wouldn’t be too happy with that surprise, either!” “We’re sorry to hear that the pin was smaller than you expected. We do have some larger pins, if you would be interested in those. "
A simple “You can call us at (your company’s number) and ask for John Smith or email me at (your company email) to discuss the issue further” can work a charm.
If you accidentally sent the person the wrong item, you might tell them that, “We will make sure to give our orders an extra once-over before sending them from now on. "
Initial thank-you: “Thank you for reaching out. " Apology: “We are incredibly sorry for the mixup—we know how frustrating it can be to receive the wrong materials for a project when you’re working on a deadline. " Solutions: “This is not our usual quality of service—we would be happy to send you a replacement, and we plan to make sure our workers are double-checking the items when filling orders. " Second thank-you: “Thank you again for bringing this issue to our attention!”
