When the news is not good.
A DELAY
"I need to tell [customer] that [work or order] will be [how late] because [reason]. Write a message that states it early, takes responsibility, and says what I will do. No excessive apology."
A PRICE INCREASE
"I need to tell customers that [service] increases from [old] to [new] from [date]. Reason: [why]. Four lines. State it plainly. No lengthy justification."
DECLINING A REQUEST
"A customer wants [what]. I cannot or will not do it because [reason]. Write a reply that declines clearly, explains briefly, and offers [alternative if any]."
A MISTAKE WE MADE
"We got [what] wrong. I am going to [remedy]. Write a message that acknowledges the specific problem, does not make excuses, and states what happens next."
REFUSING A REFUND
"A customer wants a refund for [what]. Our policy is [what]. Their request falls outside it because [why]. Write a reply that explains the position politely and firmly."
THE CONSTRAINT TO ADD
"Do not offer anything I have not stated."
