Sample Customer Service Apology Letter – Whether it’s a server crash, a delivery delay, or a pricing error, your reaction to poor customer service can make or break a customer’s relationship with your business.
I once wrote a massive email apologizing for a day-long server outage, which – I kid you not – resulted in customers actually apologizing.
Sample Customer Service Apology Letter
“Don’t worry Melissa, things like this happen!” “It’s not your fault, we’ve all been there!” “Thanks for the update, everything is fine!”
How To Write An Apology Email (10 Apology Email Templates) Liveagent
My superpowers – my powers mostly come from growing up in a family that used guilt as a bargaining tactic – I wouldn’t give it to you.
The following example is adapted from a real-life apology I sent on behalf of a company. I’ve simplified it and included the full text so you can copy, paste and edit it in your support mailbox or email marketing platform.
After the demo, I’ll show you how to set up an apology email as an autoresponder or standard response in your customer service software, as well as a bulk email in your email marketing software.
Next, I’ll break down the five parts of an apology email and tips on how to write each one.
Professional Apology Letter To Client
This is completely unacceptable for [recurring problem]. I’ve heard from clients that [three examples of how the problem has affected your clients]; you depend on us for [the purpose of your product], and yesterday we were more of a hindrance than a help.
I want to apologize for the [problem] and, more importantly, I must apologize for not being able to contact you.
One of our company’s values is [company’s core value or mission], and yesterday we clearly missed the mark. We take this incident very seriously and plan to make sure it never happens again.
As a thank you for your patience, we will give you a [discount, coupon code, free item, etc. and expiration date]. And [something you’ve already done to fix the problem: refund, refund, etc.].
How To Write An Apology Letter (with Sincere Examples)
If there’s anything else our team can do to improve your experience, feel free to reply to this email and ask!
If you have a knowledge base (and if not, get one with Groove!), you can write a full description of the incident and a link to it from the letter. Or you can link to specific articles that explain how to perform the next necessary steps (for example, how to log out/log in or return trash).
For those with a blog, take the initiative to write a longer post detailing everything that happened and what you did to fix it. You can include a link to the post in your email for customers who need more information.
The same goes for the status page. Allow customers to use this resource to check for updates or the status of pending issues.
Apology Letter To Customer
Social networking sites can also provide real-time updates. Let customers know if you will be posting incidents on any accounts such as Twitter or Facebook in the future.
In most cases, you’ll want to put an apology email in both your customer support inbox and your email marketing software.
Customers have probably already written to your support team asking about the problem. Your customer support team will need to answer all of them. In addition to creating answers to all additional questions.
Create a new reply in advance in your shared inbox to make it easier to write each email individually. Here’s how to do it in Groove:
Apology For System Downtime Or Irregular Service Template In Word, Apple Pages
Click + Add canned response, then enter a name for your response, select or create a new category, then enter your response in the text box.
Then, when you come across a client’s incident email, simply paste this canned response and edit certain fields to make it a more personal apology:
If you’re still in the incident process, you can set up an auto-reply for a bulk response to any customer who emails you at this point.
This will let them know what is going on and how it affects their account. However, if necessary, you can fulfill their specific request.
Sample Apology Letters To Unsatisfied Customers
Unlike pre-made responses, autoresponders do not require human submission. Use them to automatically answer all questions from new customers.
Once your inbox is set up correctly, create a mass email on your marketing platform to notify every customer, not just those who write to support.
We use ConvertKit for our email marketing software. We’ll set up a one-time email campaign for all our clients using a copy of our template:
Make sure the email response is from your customer support team so they can resolve current issues and report any new issues.
Apology Letter To A Customer Format Template, Download Free Doc Pdf File Example
Every element of your apology email can win you back over to your customers. Or remove them.
You want customers to know immediately what your email is about, as short and clear as possible.
Remember, we send an apology email primarily to reassure our customers that they can trust us.
Treat your customers with respect, understanding, and empathy so they know you’re sending this email out of discretion, not obligation.
Business Formal Apology Letter
When it comes to apologies, I try to avoid anything too out of the ordinary. Instead, try to write a subject line that is both informative and persuasive, such as:
Briefly describe the entire incident and its resolution in one or two sentences. No need to be fancy or apologetic here. Just tell them what happened, when and if/when it will be resolved.
I like to start my work with something like “As you may already know” or “Thank you for bringing this to our attention” because most clients are usually aware of the problem. He accepts their requests for support and does not give them in advance.
Use specific timestamps and dates whenever possible. This helps put issues into context, especially if they are technical and difficult to understand.
How To Write An Apology Letter: 5 Templates And Writing Tips
The “expected vs. actual” format usually works well with clients. Find out what should have happened, what actually happened and what caused the change.
In the template above I mention “I must apologize for not being able to contact you completely”.
This template was checked out due to a server crash that was not my fault. But as the head of customer service, I should have communicated better. And for that I sincerely apologize.
Expand the summary in the opener so curious customers know exactly what happened. And why. Transparency will help restore loyalty.
Apology Letter Hi Res Stock Photography And Images
Clearly outline next steps or actions for clients. Use bullets or numbered lists to go through all the necessary steps, as in this example:
Clear communication and respect are very important when apologizing to customers. Talk to them as colleagues, without any problems.
You may be wondering how much the signature of your business apology letter can affect its reception.
This is the easiest way to humanize a mass email. Consider recommending a customer service manager they already know, or a marketing executive that customers know from a blog, or a founder to show the seriousness of the problem.
Activity: Business Apology Letter Structure
The return on all this work is measured by customer loyalty indicators. When you turn an angry customer into a happy one, NPS and CSAT go up.
Apologetic email, you might get a customer for life. Or at least encourage them to use the coupon code without hesitation to apologize.
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Groove simplifies customer support with automated and out-of-the-box replies — preloaded emails that you and your team create, paste into a reply right away, and then edit as needed.
Think of it as intelligent automation that saves you time and effort without compromising your personal touch!
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Sample Apology Letter For Being Late
Some of today’s biggest brands are struggling. They made mistakes that hurt thousands of people.
How are such companies doing after these serious mistakes? A lot has to do with the way they responded to the crisis with sincere apologies.
Writing an apology letter to clients is never easy. It takes a certain skill, both with words and with people.
While there is no exact formula for a successful apology letter, there are a few things you can do to improve your letters.
Apology Sample Letter Format, Download Letter Format Templates
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