The Scenario
A customer ordered a bridesmaid dress for a wedding happening this Saturday. It was promised by Wednesday, but due to courier loadshedding delays, tracking shows it will only arrive on Monday. The customer has sent a furious, all-caps email threatening to ruin your brand on HelloPeter.
The Brief
Write a response email to de-escalate the situation. You cannot magically make the dress arrive on time. You must deliver the bad news while maintaining empathy and offering a realistic, policy-compliant resolution.
Deliverables
- The response email to the customer
- An internal note on the ticket explaining your decision and any requested concessions (e.g., refunding delivery fees)
- A short analysis of why telling the customer "it's the courier's fault" is a bad strategy
Submission Guidance
Do not make promises you cannot keep. Empathy is not just saying "I apologise for the inconvenience" — it is acknowledging the specific impact (the wedding).
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.