Write a rebuild response that accepts responsibility, explains correction, and offers remedy.
A preventable internal error sent customers an incorrect tax document close to a filing deadline. High responsibility -> ownership, apology, correction, remedy. Soft regret language such as any confusion minimizes the customer's burden and mismatches the organization's responsibility. Before We regret any confusion caused by the tax document issue. After We sent you an incorrect tax document on March 2. We are sorry for the extra work this creates before filing. The corrected document is attached, the incorrect version has been voided, and we will reimburse reasonable amendment fees for customers who already filed using the wrong document. Own the…
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