Final answer:
To restore customer confidence, include a statement of company policy, offer a freebie or promotional discount, or suggest an alternative product, avoiding defensive remarks.
Step-by-step explanation:
In closing a response to a customer who has complained about cherry scones being too crumbly and dry, it would be professional to include a statement of company policy regarding refunds. However, to restore confidence and goodwill, it would be considerate to offer a freebie or a promotional discount on the next purchase. This gesture acknowledges the dissatisfaction of the customer and provides an incentive for them to give the bakery another chance. By doing so, the company shows commitment to customer satisfaction without establishing a precedent for refunds on consumed products. Additionally, suggesting an alternate product that they may enjoy more could also be a way to demonstrate the bakery's variety and commitment to quality. It's important to avoid defensive remarks as they can exacerbate the situation and further damage the customer relationship.