Apology Letters(1).pdf

Apology Letters: Topics, Skill Verbs,

Sample Letters, and Professional Advice.

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T ABLE OF C ONTENTS

A POLOGIZE FOR A DEFECTIVE , DAMAGED , OR INCOMPLETE PRODUCT ................... 3

A POLOGIZE FOR SOMEONE ELSE ( BUSINESS ) ................................................ 9

W RITE A BUSINESS APOLOGY .............................................................. 15

A POLOGIZE FOR PROVIDING INCORRECT OR INCOMPLETE INFORMATION ............. 22

A POLOGIZE FOR AN INVOICE OR BILLING ERROR ........................................ 27

A POLOGIZE FOR A LATE PAYMENT ........................................................ 32

A POLOGIZE FOR A MISSED DEADLINE ..................................................... 36

A POLOGIZE FOR MISSING OR BEING LATE TO A MEETING OR APPOINTMENT ........... 41

A POLOGIZE FOR POOR OR INADEQUATE SERVICE ........................................ 46

A POLOGIZE FOR A SHIPPING DELAY OR ERROR ........................................... 51

A POLOGIZE TO AN EMPLOYEE OR EMPLOYEES ........................................... 57

A POLOGIZE FOR BETRAYED TRUST ........................................................ 61

A POLOGIZE FOR DAMAGED PROPERTY .................................................... 66

A POLOGIZE FOR SOMEONE ELSE ( PERSONAL ) ............................................ 71

W RITE A PERSONAL APOLOGY ............................................................. 76

A POLOGIZE FOR HURT FEELINGS .......................................................... 84

A POLOGIZE FOR OFFENSIVE BEHAVIOR ................................................... 91

A POLOGIZE FOR MISSING AN EVENT OR FOR OVERLOOKING OR FORGETTING SOMEONE

............................................................................................... 96

B ONUS S KILL V ERBS ..................................................................... 102

W RITE E XPRESS L ICENSE A GREEMENT ................................................. 105

A POLOGIZE FOR A DEFECTIVE , DAMAGED , OR INCOMPLETE

PRODUCT

T IPS

Write this letter as soon as possible after the unfortunate incident. Focus on actions to rectify the

situation rather than the damage you may have caused. Accompany your apology with a promise of

compensation or restitution. A sincere apology can go a long way to winning back a disgruntled

customer.

S AMPLE L ETTERS

S AMPLE L ETTER 1

We are very sorry that your toaster does not function as you expected. Before we ship any toaster, we

double-check every function, so your problem may be one you can solve quite easily.

When the bread does not go down, you can usually correct the problem by rotating the screw on the

bottom of the toaster a turn or two to the right. If that adjustment does not solve the problem, simply

return the toaster to our nearest outlet to receive a replacement or a refund. Your Doe toaster should give

you many years of trouble-free service.

S AMPLE L ETTER 2

We regret the keyboard you purchased is causing you difficulties. Because Doe products are tested

thoroughly before shipping, it is a rare instance when one is found defective. We have enclosed a

replacement keyboard for your convenience. Please return the original to us in the enclosed mailer. If

you need further assistance, please call us at 555-5555. We want you to be a satisfied Doe customer.

S AMPLE L ETTER 3

We were sorry that the magazine you received last month lacked the center pages. We pride ourselves

on producing error-free copies, but apparently one slipped through. We are sending you another copy

immediately. Please call us toll free at 555-5555 if you do not receive it within the next few days. Thank

you for letting us serve you.

S TEP 1

1. Apologize for the reader's inconvenience. Explain (but do not excuse) the problem.

SENTENCES:

• We regret that your coffee maker model #123 was not completely assembled when you received it.

• We are sorry that your electric train model #123 arrived with a defective transformer.

• I am sorry your razor failed to function properly. We take pride in the quality of our razors, so we are

disappointed that yours was defective.

• We apologize that your bread maker was damaged when you received it.

• I am sorry to hear that you are having difficulty with your Doe Weed Whacker.

• We are sorry that the fish tank you ordered arrived with a crack in it. Unfortunately, glass products are

subject to damage during shipment.

• We are sorry that the desk we delivered to your home was damaged. Our warehouse manager

determined that the damage occurred during shipment.

• We are sorry that your automatic toaster came without the heat adjustment lever.

P HRASES :

1. apologize that your model was incomplete

2. apologize that your model arrived damaged

3. apologize for the inconvenience that

4. assure you that

5. despite our best effort

6. determined that the damage occurred during

7. did not meet your expectation

8. did not satisfy your needs

9. disturbed us to hear that your model was

10. merchandise is replaceable

11. regret the inconvenience

12. sincerely regret that

13. sorry that the merchandise arrived damaged

14. sorry that your model arrived without a

15. sorry that your system is not working properly

16. sorry to hear you are having difficulty with

17. sorry to learn about the damage to

18. sorry to inconvenience you

19. sorry for the disappointment

20. sorry your model failed to function properly

21. take pride in the quality of

22. the damage occurred during shipment

23. unable to guarantee that

24. will do our best to satisfy you

25. will stand behind our products

26. your problem is ours, too

S TEP 2

2. Point out that this is an exceptional circumstance and that your company values quality.

S ENTENCES :

• We are committed to manufacturing the highest quality razors in America. We succeed largely

because we pay attention to the feedback we receive from customers like you whose letters point out

areas in which we can improve.

• We make every effort to ensure that our merchandise is delivered in perfect condition. Occasionally,

however, unpredictable events alter the expected outcome.

• This is the first time we have heard of this problem. Thank you for pointing it out to us. I assure you

we will do our best to prevent it from happening again.

• Nevertheless, we have generally had much success in delivering aquarium sets intact.

• Customer satisfaction is our first priority, so I was particularly disturbed to hear about your problem

with the humidifier. This is the kind of occurrence we work hard to avoid.

P HRASES :

1. are committed to manufacturing the highest quality

2. customer satisfaction is our first priority

3. ensure that our merchandise reaches our buyers in perfect condition

4. exactly what you expected

5. have generally had success in delivering

6. have rarely received complaints

7. have since received

8. have checked each one thoroughly

9. make every effort to ensure that

10. most of the feedback from our customers indicates that

11. our company values quality

12. pay attention to letters like yours

13. point out where we can improve

14. received a report of this kind of problem

15. succeed in large part because

16. thank you for pointing it out to us

17. thank you for informing us that

18. this is the first time that

19. unpredictable events sometimes

20. was particularly disturbed to hear about your problem with

21. was part of a bad production run from the manufacturer

22. will do our best to prevent a repeat

S TEP 3

3. State what action you will take to remedy the situation, and offer compensation or restitution, if

appropriate.

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