Apology Letter Example – Pen the Perfect Apology Letter – Example

| April 24, 2012 | 0 Comments

An apology letter example can help you to pen the perfect apology, saving you from losing that valued and hard-earned customer or client. As opposed to a mass produced standardized letter, a personally written apology letter imparts sincerity, letting the person know that you genuinely appreciate their business. Timing is as equally important as sincerity, as if you take too long to apologize, your apology letter may be too little too late. Additional steps may be necessary in order to come to a resolution that benefits both parties. So what is an acceptable time frame, and what can be considered an appropriate resolution? Let’s find out by looking at an apology letter example.

Analyzing Our Apology Letter Example

We’ll break down our apology letter example section by section to understand the format and psychology behind an apology letter. Sincerity is of paramount importance. If someone sends an apology letter and they are not genuinely sorry, taking the appropriate steps to remedy the situation will be difficult, if not impossible for them.

Most businesses however are genuinely sorry for making a mistake. Nobody likes to lose a customer, and nobody likes to inconvenience another. With this in mind you’d think it would be easy to write an apology letter, but it isn’t so. Putting feelings of remorse isn’t always easy, but it can be if you follow the format of our apology letter example.

Using an Apology Letter Example

The first thing you need to consider when writing an apology letter is what you will say, then how you will say it. Remember, sincerity is the key, but the person reading the letter must get a sense of that, so choosing the right words is paramount. Besides the obvious apology, you’ll need to include a valid reason why the mistake or offense occurred. Next you’ll need to explain how you’re going to remedy the situation, and what steps you are going to take to make sure it doesn’t happen again. Only if all of these criteria are met will your customer or client believe that you are genuinely sorry.

As with our apology letter example, your letter should be written in the standard business letter format. If you have official company stationery with your logo and contact information as a header, use that. If not begin by placing your name, position, and contact information at the top of the page on the left like so:


Mr. John Holloway
Chief of Customer Affairs
Best Broadband Co.
42 High St.
Birmingham, AL 35233
Tel: 313-234-5678
Email: jholloway@bbc.com 

Next you’ll skip a space and enter the date, then skip one more space and enter the name and address of the customer. It will look like this:

June 11, 2005

Ms. Sandra Williams
6465 Maplewood Dr.
Birmingham, AL 35233

Next you will refer the customer to the subject of the letter, followed by the salutation as so:

RE: Failure to Convert to High Speed Broadband

Dear Ms. Williams,

The body of an apology letter should begin by getting right to the point – saying you’re sorry. You might say something like:

Please accept the apologies of Best Broadband Co. for any inconvenience you may have experienced due to our failure to convert your internet service to high speed broadband last month. 

You’ll then want to give a quick explanation about what happened:

It has only recently been brought to my attention that your case was overlooked due to a filing error. As it was misfiled, our installation team never received the order. I understand that this is totally unacceptable, and my only explanation is that it may have been caused by a recent internal structuring program which saw some disruption to our normal routine. 

Next inform the customer what you’re going to due to remedy the situation:

To demonstrate our sincere apologies, I have instructed out installation team to prioritize your order and to contact you in the coming week to schedule an appointment to install the necessary equipment in your home at your convenience. 

Demonstrate how you’re going to make it up to them:

Furthermore as a testament to your valued patronage, we are offering you the necessary software package free of charge, and there will be no charge for the first 60 days of your new internet high speed service. Thus, you will not be billed until September, 2005.

Reinforce the idea that this is not normal for your company and that you’ll do your best to insure it will not happen again:

I must reiterate Ms. Williams that this is not a normal occurrence with Best Broadband Co. We pride ourselves on maintaining the highest level of customer service, and hope that you will allow us the privilege of proving so over the coming years. 

Thank the customer for their continued patronage:

I thank you for your patience and understanding. If you have any questions or further issues, please contact me directly on 313-123-4567, or by email at jholloway@bbc.com.

Sincerely,

Mr. John Holloway
Chief of Customer Affairs

The full letter will look like this:

Mr. John Holloway
Chief of Customer Affairs
Best Broadband Co.
42 High St.
Birmingham, AL 35233
Tel: 313-234-5678
Email: jholloway@bbc.com 

June 11, 2005

Ms. Sandra Williams
6465 Maplewood Dr.
Birmingham, AL 35233

RE: Failure to Convert to High Speed Broadband

Dear Ms. Williams,

Please accept the apologies of Best Broadband Co. for any inconvenience caused to you by our failure to convert your internet service to high speed broadband last month. 

It has only recently been brought to my attention that your case was overlooked due to a filing error. As it was misfiled, our installation team never received the order. I understand that this is totally unacceptable, and my only explanation is that it may have been caused by a recent internal structuring program which saw some disruption to our normal routine. 

To demonstrate our sincere apologies, I have instructed out installation team to prioritize your order and to contact you in the coming week to schedule an appointment to install the necessary equipment in your home at your convenience. 

Furthermore as a testament to your valued patronage, we are offering you the necessary software package free of charge, and there will be no charge for the first 60 days of your new internet high speed service. Thus, you will not be billed until September, 2005.

I must reiterate Ms. Williams that this is not a normal occurrence with Best Broadband Co. We pride ourselves on maintaining the highest level of customer service, and hope that you will allow us the privilege of proving so over the coming years. 

I thank you for your patience and understanding. If you have any questions or further issues, please contact me directly on 313-123-4567, or by email at jholloway@bbc.com.

Sincerely,

Mr. John Holloway
Chief of Customer Affairs

This is an example of an apology letter that can be easily edited to suit your personal needs. To make the best use of it Download This Apology Letter Example and load it into your Word processing program. A bit of revision along with some cutting and pasting and you’ll have your own professionally written apology letter.

Tips and Useful Sentences you Can Use with our Apology Letter Example:

  • Always use official company stationery if you have it. If not, use a good quality white A4 sized paper.
  • Be as clear about the problem, its cause, and your planned remedy as possible.
  • Always hand-sign the letter, it makes it more personal and sincere.

Tags:

Category: Apology Customer Service Letters

About the Author ()

Melanie Walters is a writer and editor for several businesses both online and offline. Her experience with writing business letters and marketing materials has helped her understand exactly what works in written communication for businesses. In the 10 years she's been writing, Melanie has amassed a large collection of letter examples that she gladly shares with you here on Letter Example Help.org

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