"Customer Service Apology Letter Template"

What Is a Customer Service Apology Letter?

A Customer Service Apology Letter is a document that can be used when a company representative wants to apologize for the poor service that the customer has been provided with. The purpose of the document is to express apologies to the customer and to fix the situation by making the required improvements.

Alternate Name:

  • Apology Letter to Customers.

Sometimes an Apology Letter to a customer for poor service can not only express regret about the customer's bad experience with the company but also benefit them with increased customer loyalty. It can happen if the situation is handled professionally and the letter is written in a skillful manner. A Customer Service Apology Letter template can be found through the link below.

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How to Write a Customer Service Apology Letter?

Writing an Apology Letter to a customer for bad service can be overwhelming, especially if the sender does not have enough experience with it. A common Apology Letter can include parts such as:

  • Introduction. In the first part of the letter, the sender should address the customer and designate that they are contacting them on behalf of the company
  • The Apology. The sender can use this part of the document to apologize to the customer for the poor service they have received. They can designate that they acknowledge the situation and understand that what has happened is unacceptable. The sender can also offer an explanation of what has happened, however, instead of being defensive and passing on justifications, they should use a thoughtful approach and restate the problem by expressing empathy;
  • Validation of the Customer. Here the sender can state that they understand what the customer has been through and how they feel. They can indicate that in this situation their feelings are understandable;
  • Improvements. Senders can use this part of the letter to indicate which steps the company will take to avoid repetitions of the situation like the one that occurred to the customer. Instead of using general phrases, the sender should describe particular steps that will be taken. They can also offer the customer compensation for the troubles they have been through due to the poor service, which can be a discount for the company's services, a complimentary gift, or any other form of compensation;
  • Conclusion. At the end of the letter, the sender can express the hope that the inconvenience that occurred will not influence the customer's opinion and they will remain the company's client. They can also provide their contact details in case the customer would like to give additional feedback.

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Customer Service Apology Letter
From: ​ _ __________________________
To:​ _ _____________________________
Sender’s Name
Recipient’s Name
_________________________________
_________________________________
_________________________________
_________________________________
Sender’s Address
Recipient’s Address
_________________________________
_________________________________
City, State, ZIP Code
City, State, ZIP Code
_________________________________
D ate
Dear ____________________________,
As a company, we strive to be the best that we can be and to keep our customers both
satisfied and happy. Clearly, we failed on all counts, in your case. We are very sorry
and would like to apologize for the mistake we’ve made.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
Include the details of the mistake or error made and be as specific as possible
We let you down, which is something we aspire never to do. We understand how
__________________ this situation has been for you and appreciate the repercussions
that you may now be dealing with. For that, we are also sorry.
We have failed to provide the standard of service our customers expect from our
company. No customer should have to endure __________________. This should
never have happened and we take full responsibility. We promise you that the
company has taken all the necessary measures to ensure that this won’t happen again.
It’s very important to us that we regain your trust and that you once again hold us in
high regard as you’ve done in the past.
We deeply regret the incident and hope you will accept our sincerest apologies and
would like to suggest the following:
_____________________________________________________________________
©​ ​ ​ ​
T EMPLATEROLLER.COM
Customer Service Apology Letter
From: ​ _ __________________________
To:​ _ _____________________________
Sender’s Name
Recipient’s Name
_________________________________
_________________________________
_________________________________
_________________________________
Sender’s Address
Recipient’s Address
_________________________________
_________________________________
City, State, ZIP Code
City, State, ZIP Code
_________________________________
D ate
Dear ____________________________,
As a company, we strive to be the best that we can be and to keep our customers both
satisfied and happy. Clearly, we failed on all counts, in your case. We are very sorry
and would like to apologize for the mistake we’ve made.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
Include the details of the mistake or error made and be as specific as possible
We let you down, which is something we aspire never to do. We understand how
__________________ this situation has been for you and appreciate the repercussions
that you may now be dealing with. For that, we are also sorry.
We have failed to provide the standard of service our customers expect from our
company. No customer should have to endure __________________. This should
never have happened and we take full responsibility. We promise you that the
company has taken all the necessary measures to ensure that this won’t happen again.
It’s very important to us that we regain your trust and that you once again hold us in
high regard as you’ve done in the past.
We deeply regret the incident and hope you will accept our sincerest apologies and
would like to suggest the following:
_____________________________________________________________________
©​ ​ ​ ​
T EMPLATEROLLER.COM
_____________________________________________________________________
_____________________________________________________________________
Include, as appropriate, a form of restitution for the mistake or a token gesture
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
Provide a direct line to the head of the customer service, or the CEO, or any other related senior staff
If there is anything else that we can do, please let us know.
Sincerely,
_______________________________
Sender’s Name
_______________________________
Sender’s Signature
©​ ​ ​ ​
T EMPLATEROLLER.COM
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