Customer: VIP client received damaged item and experienced a delayed response from support
Support Channels Used: Phone + Email
Issue Timeline: Initial report 7 days ago, follow-up request 3 days ago, no response

Your Role: Senior Customer Support Agent (Escalation Team)

Your Tasks:
1. Draft a professional apology email to the VIP client addressing the delay and damaged item, including compensation offer
2. Create a process improvement memo with 3 actionable steps to reduce response time for VIP clients
3. Write a short (max 100 words) customer service manifesto for the EntryHive team, emphasizing premium customer care