2. Overview of Apology Letter
• Types of Apology Letter
• How To Write An Apology Letter?
• Sample of An Apology Letter
• Helpful Tips For Writing Apology Letter
• An apology letter is a way of expressing regret for the past actions
and seeking apology for bad behavior.
• It is an acceptance of the fault and mistakes done in the past.
• In certain situations we are not able to apologies personally
because of circumstances or personal issues.
• In such situations apology letters can become indirect effort of
approaching thus easing our job.
• An apology letter is also written to rectify the broken relationships
or trust between two people or two organizations.
4. Types of Apology Letter
There are three types of apology letter:
• Business Apology Letter:
This letter is written to a customer or client to
apologize for the wrong doings.
• Personal Apology Letter:
This letter is written when a person hurts other person who
is known personally.
• Professional Apology Letter:
This letter is written to apologize to an office colleague
who has been hurt by mistake.
5. How To Write An Apology Letter?
Few steps are listed below about how to write a Apology Letter:
1) PROVIDE A DETAILED ACCOUNT OF THE SITUATION.
Do be specific about what happened. In the case of an error or some form of
delay, state clearly when you can, why it occurred. For defective or
damaged goods, let them know why it happened and how it's not the norm.
Don't be vague or leave things unresolved.
2) ACKNOWLEDGE THE DAMAGE DONE
Do acknowledge the hurt caused from the customer's point of view and that
you appreciate and care about the inconveniences caused to them. Think
through the implications for them, and validate their position and feelings.
Don't wash over the inconvenience or implications caused by the issue and
don't play down their feelings.
6. How To Write An Apology Letter?
3) TAKE RESPONSIBILITY, APOLOGIZE
Make no excuses. Plainly state that your side was in the wrong, say you're
sorry and apologize. Again, clarity is key so don't give any form of non-
4) INCLUDE A STATEMENT OF REGRET
The injured party needs to know that you regret that this happened, that it
happened to them, and that the whole issue is contrary to your (and the
7. How To Write An Apology Letter?
5) ASK FOR FORGIVENESS, PROMISE IT WON'T HAPPEN AGAIN
Do let the injured party know how important they are to your business and
that you don't take them for granted and value their patronage. Let them
know the steps that are being taken to ensure that a similar situation won't
happen again. Don't promise it won't happen again without backing up the
6) PROVIDE A FORM OF RESTITUTION
For defective goods, billing errors, and other objective mishaps, do offer an
immediate refund. Poor service on the other hand can be more subjective
so you need to evaluate the importance of the relationship to gauge any
compensation you may offer. But, always remember that it costs much more
to acquire a new customer than retain an old one.
8. Sample of An Apology Letter
Business Apology Letter Sample:
It is with great concern and regret we received your (letter, e-mail, phone call,
etc.) outlining the problem you had with our service. (LIST THE PROBLEM AND DATE IT
First and foremost, on behalf of (the company/person who made the mistake), I would
like to personally apologize for your inconvenience. We accept full responsibility for
the mistake and I assure you we are taking the necessary steps to prevent it from
happening in the future. Thank you for bringing this matter to our attention.
We value our customers and ask you to please feel free to continue to provide
feedback about our services. If you have any further questions or would like to discuss
this matter further, please feel free to contact me at my personal number (provide
number). We look forward to continuing serving you as a valued customer.
Thank you for your invaluable support,
Addressee name and signature
9. Helpful Tips For Writing Apology Letter
TIMING: Write the apology letter as soon as you get the full facts in front of
ACTIONS: Rather than focusing on the damage you have caused, write about
things you will do to rectify the situation.
BRIEF: Keep your apology letter short and to the point.
SINCERITY: No one wants to read overly dramatic language. Choose your
words carefully and express yourself clearly and simply. And above all, be
TONE: Remember that you are trying to rebuild a damaged relationship.
Don’t be too defensive, as this will add to the problem.
10. Helpful Tips For Writing Apology Letter
BLAME: Take responsibility for what happened. Do not blame customers in
FOLLOW UP: Try to set up a time when you can apologize in person, then
back up your apology with considerate behavior in the future. Talk about
your next steps.