Don’t Forget Voice & Tone — Part 2
The Skype way.
I received this email from Skype today. It’s a great example of being candid when things go wrong, in Skype’s case a 15-hour outage that affected its users around the world. And although you wouldn’t wish this kind of issue on any company, it highlights much of what I discussed earlier in the week (now known as Part 1). Kudos to Skype for staying true to their mission.
Hello,
Our mission at Skype is to help keep you closer and do more with the people who matter to you most. It’s a simple commitment, but one which we hold ourselves highly accountable for. On September 21, we experienced an issue that prevented us from delivering on our mission. We’re sorry for the technical issue we suffered that day. We know how important our service is to you and how frustrating outages like this can be. We also know that sometimes saying sorry just isn’t enough.
To make it up to you, over the next few days we will add 20 minutes of free calls to over 60 landline and 8 mobile destinations around the world*. Make sure you look out for your free calls as they will be available to use for 7 days.
Once again, we’re extremely sorry for any inconvenience caused.
Skype
