Soooo, this is fascinating. And mortifying. And bizarre.
I've been doing customer service for about 20 years. As with anything you do for a long time, I've gotten increasingly better at my job with time. Occasionally I'll see an email I sent 15 years ago and will be embarrassed by the rookie mistakes I made. But hey, that's progress!
But wow. This is... a new one.
Back in January, a customer emailed me about a shipment that accidentally went out to him earlier than intended. (The specifics of why aren't important.) So I wrote back to him, and said:
"Sorry about that, XXXXX! I'm not quite sure how that happened. In any event, I'm now refunding that $5.50 shipping charge back to your card!
Let me know if you need anything else,
Sounds friendly, accommodating, and professional, right?
Or at least that's what I had INTENDED.
Except - read that again. And when you get to the word "now", assume that I accidentally typed a "T" instead of a "W". Because I did.
(Bonus points for the exclamation point at the end of my sentence with the typo. If I'd typed a "W", it was intended to convey friendliness! Since I typed a "T", it instead conveyed "SCREW YOU!")
Reading over his subsequent reply, I suddenly see a frostiness I'd previously missed...!