Errors will happen, and occasionally customers reach out because their experience did not meet expectations. While some factors—such as shipping delays or weather—may be beyond our control, how we respond is not. We take ownership of every situation and focus on delivering solutions that restore confidence and make things right.
 
Customers often come to us with a solution in mind. When it’s reasonable, we honor it without hesitation. Respond with an empathetic, personalized apology and be prepared to offer a solution that feels fair and resolves the issue.
 
Guidelines are provided on the Resolution Guide to help you determine the appropriate actions to take. The Resolution Guide is located in Article KA-03310 in the Dynamics Knowledge Base.


Resolution Guide

How to Use:
 
Always offer a sincere, personalized apology. 
Review the order before offering a resolution.
Begin with the 1st Resolution for the scenario.
If the customer is not satisfied, continue to the next resolution from left to right.
Select the resolution you are offering to view the handling instructions.