Customer Success Leadership response to a clients escalation email

Dear [Client],

Thank you for reaching out to us regarding your recent concerns. I understand how important it is for you to have a positive experience with our platform and I want to assure you that we take your feedback very seriously.

As a [Customer Success Executive] at [Company Name], I would like to personally apologize for any inconvenience that you have experienced and I would like to work with you to resolve these issues as soon as possible.

Could you please provide more details about the specific issues you are encountering? This will help us better understand your concerns and provide a more accurate solution.

In addition, I would like to schedule a call with you to discuss this matter in more detail. Please let me know a time that works for you, and I'll make sure to schedule a call at your convenience.

Thank you for your continued business with [Company Name]. I am committed to ensuring that your experience with our platform is a positive one and I look forward to the opportunity to work with you to resolve these issues.

Best regards,
[Your Name]
[Customer Success Executive]
[Company Name]
[Phone Number]
[Email]