What Should I Include in My Apology Letter to Customer?

As we know that customers can bring luck to the company, for example, when they recommend your company to their colleagues out there. However, unlike angry customers, they become a serious problem that will not only impact your career but also your company’s reputation. If you feel that you have made a mistake with a customer, it is better to apologize using an apology letter to customer. Hence, the customer will forgive your mistake and not prolong the problem.

What Should I Include in My Apology Letter?

When apologizing to customers, you must use the correct format. Follow the formal format that has been used in general, and involve several important aspects such as the following:

Express Regret

Your customers may be angry about things that upset them, such as feeling unheard or disrespected when you come late for an important appointment. Say an apology for the mistakes you have made. Make sure you pronounce it elegantly and professionally.

Appreciate Customers’ Opinion

Listen to whatever the customers want to say, even if you don’t have to agree with all their opinions. Be professional and willing to listen to the opinions of your customers.

Admit Your Mistake

Whatever the mistake you have made, including a product, service, or company mistake, admit it directly to the customer. Be specific and sincere with your apologies. After apologizing and admitting a mistake, make sure to the customer that you won’t repeat the same mistake in the future.

What Is The Best Format For My Apology Letter?

You should write an apology letter to customer in an elegant and professional format, acknowledge your mistakes, apologize sincerely, and promise not to repeat similar mistakes in the future. Also, pay attention to the following aspects in your letter:

  • Don’t ignore your customers, even less underestimate them.
  • Don’t write too many words of “sorry” in the letter, just write a proper apology.
  • Don’t make promises if you can’t guarantee them.

Apology Letter To Customer Sample

Below is an example of an apology letter that you can use as a sample:

Dear Mr. Ben,

I apologize on behalf of the company and myself for the error in shipping the products we sent. I also apologize profusely because we are late in sending the product you ordered, we know that the product is very important to you. I feel ashamed of the handling done by my customer service representative.

I have done several things to solve this problem. First, I have confirmed that your order has been sent by express. Second, I have already credited a 30 percent refund of your erroneous order. I have made a great effort to correct my mistake, I have also punished my customer service representative who has handled your order.

Again, I sincerely apologize for causing this disturbance to happen. I can assure you that this problem will not be repeated in the future. Please contact me directly if you have any questions regarding all matters in our company.



Arnold Parker

To sum up, your apology letter to customer must be written as professionally as possible, don’t add too many words “sorry” to maintain the professionalism of your letter.


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