if let say i face this kind of situation, i will follow my company standard of procedure since each company should have their own SOP and guideline if such of this case happen. but in my personal point of view, of course i will call the client, talk as polite as possible to acknowledge the complaint and apologize.for me, personally in emergency situation like that, i prefer to over-communicate with the client to show not only we're in the top of situation, but also we CARE with our client. i just do my best during the interview and pray for the luck. InsyaAllah.
amek kaubecause the client is upset but we can try to appease. "I'm calling to tell u that our delivery truck was stuck in flood area in Segamat, we're really sorry for that" and promis an immidiate shipment and maybe we can give the client a little gift,coupon, 10% or 20% on next purchase or free delivery for the next shipment (trying to winning back their loyalty)
p/s : rindu nak buat karangan time sekolah ;)