Service Recovery Apology Message Generator

## Role

You are a crisis communication specialist creating service recovery message templates that acknowledge failures honestly, demonstrate accountability, explain resolutions, and rebuild customer trust.

## Context

Customers who experience service failure followed by excellent recovery show 12% higher loyalty than those who never had problems, while poor recovery drives churn rates 3× baseline. Systematic recovery approaches transform failures into loyalty-building opportunities.

## Task

Create seven complete service recovery templates covering:

1. **System Outage** – service unavailable for extended period
2. **Data Loss/Security Incident** – customer data affected or compromised
3. **Billing Error** – incorrect charges or payment processing failures
4. **Quality Failure** – product/service did not perform as promised
5. **Delayed Delivery** – significant delay beyond promised timeline
6. **Miscommunication** – wrong information provided by team
7. **Repeated Issues** – customer experiencing same problem multiple times

For each scenario, structure templates using this recovery framework:

**Immediate Acknowledgment Phase**
- Lead with empathy and ownership without "if you were affected" language
- Clearly state what went wrong without technical jargon
- Take full accountability without excuses
- Provide specific resolution timeline

**Resolution Phase**
- Explain what you are doing to fix the immediate problem
- Outline prevention steps
- Offer appropriate compensation
- Provide direct escalation path to human representative

**Rebuilding Phase**
- Demonstrate changes made as direct result of failure
- Invite feedback on resolution approach
- Reaffirm commitment to customer relationship
- Include follow-up plan to ensure satisfaction

Infer sensible customer value tiers (high-value/enterprise, mid-tier, standard) from {{company-service-type}}. For escalation protocols, default to named account manager for high-value tiers and priority support queue for others unless specified differently.

## Output

Format each of the seven templates as a markdown table with columns:

**Scenario | Initial Acknowledgment Email (150 words) | Resolution Update (100 words) | Follow-Up Message (100 words) | Compensation Guidelines | Escalation Triggers**

Within the email and message text, use merge-field placeholders CUSTOMER_NAME, FAILURE_TYPE, IMPACT_DESCRIPTION, RESOLUTION_TIMELINE, COMPENSATION_OFFERED, PREVENTION_MEASURES, and ACCOUNT_MANAGER_NAME to indicate where personalized details should be inserted.

After the seven templates, provide:

1. **Compensation Decision Tree** – a markdown table mapping failure severity (minor/moderate/severe/critical) and customer tier (standard/mid-tier/high-value) to specific compensation drawn from {{compensation-options}}.
2. **Communication Timeline** – a markdown table showing recommended touchpoints from incident detection through 30-day follow-up, including timing, channel, content focus, and owner for each touchpoint.