When writing a letter of apology, acknowledge the nature of the complaint and its impact upon the individual.
Briefly explain your perspective on the situation.
Express your understanding of the situation. Empathize with the individual's concerns.
Give some specific statements regarding the situation. This will show the reader that you really understand the matter at hand.
Detail the positive actions you have taken to resolve the situation at hand. If necessary provide a date or time of resolution.
Provide a brief, concise overview of the situation. Include any explanations or reasons that may provide a better understanding to the individual.
Assure the reader that you have taken the necessary steps to ensure there is no re-occurrence of the situation.
Here is an example:
Dear Mr Al Capone,
Our merchandise is easy enough to replace, but your time and faith in us isnt. We apologize for your recent experience with the shipment of Tommy guns and well do our best to satisfy you on all counts.
Weve received a number of complaints from other businesses on this same model. After speaking with the manufacturer, weve isolated the problem. Were prepared to take the guns back and replace it with new units. We apologize for the inconvenience and hope that this solution is satisfactory.
My direct line is 666-6666.
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