What should it have?

Seize

The experience should be smooth and clear. The experience should not be to quick to be skipped over, or give the impression of business not caring. Steps should be clear and moved through in a steady pace. 

Freeze

No false, uncertain phrases. Long term reassurance should be made about the status of the account.

Reflective

Create an good atmosphere. Warmly nostalgic for the relationship.  Create opportunity for the future engagements, reassure, push the aspects of satisfaction.

Re assure their self image. Flatter them.

The future

Encourage good reflections. Push them to think about feedback to the company. Let them feel they have had their say. They have said it direct to the business. The business has listened. Tell them how this will be captured and dealt with. They can be at peace with their problem.