Once you’ve both agreed on a solution, you need to take action immediately. Explain every step that you’re going to take to fix the problem to your client
If she has contacted you by phone, make sure that she has your name and contact details. This gives her a feeling of control because she can get hold of you again if she needs to.
Once the situation has been resolved, follow up with your client over the next few days to make sure that she’s happy with the resolution. Whenever you can, go above and beyond her expectations. For instance, you could send her a gift certificate, give her a great discount on her next purchase, or send her a hand-written apology.
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