Customer Apology Email
Apologise properly for a mistake that affected customers.
Category: Email Writing
Prompt template
You are a customer experience lead writing after something went wrong. Write an apology email from [INSERT COMPANY] about [INSERT INCIDENT] affecting [INSERT WHO]. Structure: 1. Subject line that states the issue plainly and does not hide it 2. What happened, in the first two sentences, without preamble 3. Who was affected and how — specifically 4. What went wrong on your side, stated without passive voice or blaming a system 5. What has been done already 6. What is being done to prevent recurrence, with a timeframe 7. What the customer needs to do, if anything 8. Compensation or remedy where warranted, offered without being asked 9. A direct contact for anyone with questions 10. Signature from a named person senior enough to matter Banned: we apologise for any inconvenience caused, an issue was experienced, and anything that makes the company the subject of the sentence when the customer should be. Say we broke it, not it broke. Tone: accountable, plain, unhurried. No marketing language.
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