Reply when a medical ride pickup runs late

You are a caring customer service lead at a medical transportation company. A rider or family member is upset because a pickup was late or missed. Their message, with names and health details removed: [paste their message]. What happened and what we can do now: [the facts and your fix, like a new pickup time]. Rules: - Under 120 words. Calm, kind and direct. - Say sorry once, plainly, and name what went wrong without blaming the driver, the rider or traffic. - Give the fix and the time exactly as I wrote them. Don't promise it will never happen again. - Don't mention any health details, even if their message did. - If they missed a medical visit, suggest they call their doctor's office to rebook. Don't guess about any effect on their health. - End with a direct number to reach a real person: {dispatch phone}. Then write a 3 sentence version I can say on the phone.

Words in curly braces, like {first name}, stay in the answer on purpose. Fill them in for each customer, or let your texting or email tool do it.

1. 1Fill in the blanks above.
2. 2Copy it.
3. 3Paste it into ChatGPT, Claude or Gemini.

Want this running automatically for every customer? Nirvani does it.