The assistant reads the complaint, finds what happened and drafts a careful, honest reply. Your team checks it before it is sent.
The assistant does the facts and the first draft. A person sends the final reply.
Got it. I will find what happened, then draft a calm and honest reply.
First, it learns how you handle complaints.
What you can offer, and who must approve it.
Calm, kind and clear, never defensive.
Then it finds out what happened.
What happened, and how the customer feels.
Orders, emails and dates from your records.
Only offers what you are allowed to offer.
To Orchid Travel, accounts teamThe complaint is logged with its outcome.Finally, it writes a careful reply.
An honest apology and a clear fix.
A person reads and approves every reply.
So the same mistake does not repeat.
Every complaint reply is checked by a person before it is sent.
The facts and a calm first draft, ready to check.
Finding the facts takes longer than writing the reply.
A consistent, kind tone every time.
Replies change with the agent's mood, and so does the result.
A steady draft, so you reply well, even tired.
A complaint arrives and you want to answer, but not in anger.
All the facts in one place, before you write.
Each reply needs facts from a different place.
Complaints sit while people decide who replies
Complaints get a careful reply the same day
Replies sound defensive
Replies sound kind and honest
Facts are chased across tools
Facts are gathered for you
Every reply is written from scratch
Every reply starts from a good draft
“A complaint used to mean an hour of digging. Now the facts are in front of me and I can write with care.”
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