Open communication with customers is super-critical 

Mistakes happen.  Computer errors occur.  Prompt recognition of mistakes and client complaints, and prompt correction of problems, are equally important.  Here are some tips on how to communicate by letter or telephone.  Use them as a training tool for CSRs and administrative staff. 

. Tell the customer why you are writing or calling. 

.  Be candid about the fact that the agency made a mistake. 

.  Apologize for the mistake. 

.  If there is a reason for the mistake that can be given briefly, include it---but only as an explanation, not an excuse. 

.  Explain how the situation will be resolved---and when, if the timing is firm. 

.  Tell the customer how important his or her business is to you. 

.  Express your commitment to satisfying their future needs. 

.  It is appropriate to again express your apology for the mistake.