Please be more understanding

A customer was unhappy with some mix-up in his requests to upgrade to the enhanced Incomeshield plan.

He originally wanted to upgrade, but later changed his mind. During this time, our collegues failed to act on his intention correctly. This made him very angry.

He sent a strong e-mail to me. I gave him this reply:

Dear

I will ask my service quality manager to call you and find out what your intentions are.

During this period, all my colleagues are working under great stress. I wish to ask you to be more understanding and patient. Please do not use strong language unnecesarily. My colleagues also have their feelings.

I hope that we can sort this matter out to your satisfaction.