GUIDELINES

  1. Express your sincere apologies for the bad service and explain the incident in a concise matter without any defensiveness.
  2. Empathize with the customer and thank him or her for the time spent communicating the incident with you.
  3. Relate how the problem is being solved or remedied.
  4. End with a positive note.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

I am writing to you to offer my sincere apologies for the poor service which you have received from our company. When I looked further into the incident, I learned that it was a case of a delinquent employee whom I immediately dealt with accordingly.

I know that our poor service must have inconvenienced you a whole lot, and for that, I do apologize. We thank you for informing us of the incident so that we were immediately able to address it.

Again, I do apologize on behalf of our company, and we look forward to your continuing patronage.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -