Did you know customer service apology emails can increase your retention rate?
In fact, the Carey School of Business emphasizes the importance of a genuine apology. It has claimed that only about 37% of upset customers find compensation satisfactory. But, 74% of customers reconsider doing business with a brand after a timely apology.
The art of apologizing to customers is an important element of customer service. As a service rep, you aim to ensure only the best experience for customers with your company. And, it starts with validating existing customers’ experiences – positive or negative alike.
Back in 2015, Airbnb – the home-sharing platform, established a great example of the same. The brand suffered a major backlash for allegedly “racial profiling and discrimination”. A Harvard study showed a “16% less acceptance rate for African-Americans”.
The situation posed a great threat to Airbnb’s image and needed a strategic counter. The company addressed the issue as a ‘big problem’ and sent a mass email apologizing to the customers. The email came directly from the CEO’s desk:
If you’ve made a mistake, own it! No excuses. Sending apology emails to customers allows you to do damage control before the issue escalates.
The primary focus of this blog is to provide an in-depth guide on how to apologize to customers via email. This means understanding all the hows and whys of customer service apology emails.
Here is a list of topics that we will discuss,
🎯Introduction to Customer Apology Emails
🎯Key Elements of a Customer Apology Email
🎯Tips to Make Customer Apology Emails Impactful
🎯Sample Customer Service Apology Emails for All Situations
Customer Service Apology Emails - What and Why?
Admitting mistakes is never easy. Whether in professional or personal relations, the act of apologizing can make you restless. It is often seen as admitting failure and is perceived as a sign of weakness.
Contrary to this, apologies exist not to admit one’s failure but to show the will to rectify the mistake. Apologies can not undo what has already occurred. But, they act as a catalyst to the healing process.
Thus, apologies are rather a sign of strength. It is a marker of one’s commitment and humility.
This is why sending emails apologizing to customers is so crucial.
Customer service apology emails aren’t that different from apologizing to your loved ones. A few tweaks here and there and voila – you have the best customer service apology email with you!
What Is a Customer Service Apology Email?
A customer service apology email is an explanation message above all. Its target is to express regret over a mistake that occurred in hopes of retaining the customer.
Let’s take an example.
Imagine an employee on a late night shift received a customer complaint. They fail to capture the intensity of the customer’s disappointment. As a result, the issue that should have been a priority ticket gets delayed.
This is now a delicate situation. And, if the customer belonged to a loyal customer base, the matter is more serious.
The apology email to the customer here will aim to reassure the customer of their value to the brand.
Thus, apology emails for bad/poor customer service are important. They help in averting disasters that may break your brand’s image.
But, it is no easy job.
Customer apology emails should be carefully crafted. Brands keep well-planned and organized apology templates to ensure consistency. But, that is a discussion we will focus on in the later part of the blog.
First, let’s have a look at the business benefits of sending customer apology emails.
Why Send Apology Emails for Bad/Poor Customer Service?
Here are the top 5 benefits of sending apology emails to customers.
1. Highlights Your Brand as ‘Customer-Centric’
Sending customer apology emails shows customers they are important. It allows them to feel seen and heard. It allows you to come across as an accountable and customer-centric brand.
In simple words, customers who receive apology emails for poor customer service are more inclined to buy again.
2. Reduces Customer Churn
Customer churn is often an outcome of bad customer experiences. Sending apology emails to customers shows your willingness to go the extra mile to make customers happy.
The right customer apology email will not only reduce customer churn but also increase CLV.
3. Increases Customer Loyalty
A sincere customer apology email shows that you care.
It is as simple as that.
Sending a prompt email apologizing to the customer for the inconvenience caused shows you understand their frustration. It is a reflection of your commitment to making things right.
Thus, apology emails for bad customer service help rebuild trust and loyalty.
It offers you the gateway to get back in your customers’ good books even after a mistake is made.
4. Improves Brand Reputation
Sending customer service apology emails paints a responsible image of your brand. As mentioned in the above points, it shows your commitment to customer satisfaction.
This helps you improve your brand reputation. And, it makes you more attractive to potential customers.
5. Establishes a Positive Online Presence
Customers with unhappy experiences are more likely to share their experiences online. More so, they have higher chances of leaving negative reviews.
Sending prompt apology emails to the customers provides you with a buffer time. It is a quick fix that allows you the time to take the correct action.
By now, we’ve established that sending apology emails to customers is important. Let’s now move on to understand how to apologize to customers.
4 Key Elements of a Customer Apology Email
As mentioned earlier, crafting customer apology emails is no less than an art.
The best customer apology emails have two important qualities – accountability and gratitude. It must acknowledge customers’ frustration and express gratitude for the existing relationship. But, accommodating these two qualities in your customer apology email templates is not easy.
The choice of wrong words, a minor punctuation error and it becomes the recipe for disaster.
Here are four simple yet effective ways to craft customer service apology emails.
1. Be Empathetic
Empathy is the backbone of every apology email for bad or poor customer service. As a customer service agent, you must understand the difference between reacting and responding.
A customer apology email must reflect your response to customers’ situations.
Put yourself in their shoes.
Understand what they might be experiencing.
A shallow ‘we’re sorry for the inconvenience caused’ is worse than not saying sorry. It will cause more harm than good. Why? Because it shows no personalization. Thus, no genuine care for customers gets conveyed.
Different situations need different approaches. For instance, the customer might be facing a technical issue, service downtown, product malfunction, etc.
Whatever it may be, let the customer know you understand their pain.
When a customer interacts with your brand they have certain expectations. When these expectations are not met, frustration is normal. Understand the problem first and then respond.
Here are some phrases you can use to convey your empathy via a customer apology email:
- I can see how important this is in your everyday routine…
- I can understand how frustrating this must be…
- I would have reacted similarly in your position…
- I can understand why you’re feeling this way…
2. Say the Magic Word - Sorry
Saying that you’re sorry is as important as showing accountability in your apology emails. The word itself may not have any impact on the wrongs done, but it has the power to ease the pain.
Thus, ‘Sorry’ is a powerful word and must be used with proper context.
While drafting a customer service apology email empathy should come along with apology. This combination shows your willingness to take accountability.
Delight your customers with an authentic customer service apology email and say sorry. Just say it. Don’t play the blame game. Don’t try to pin the mistake on someone else.
It’s a small effort for a bigger impact.
Most of the sample apology emails to the customer for poor service carry these phrases:
- I am sorry to have kept you waiting…
- I’d like to apologize for the delay caused…
- I am so sorry that your order got misplaced…
- I shouldn’t have done/said that. I am really sorry…
3. Give an Appropriate Explanation
Once you’ve taken ownership of the problem caused, explain what went wrong. In fact, be it for a customer apology email or an apology to a loved one, ownership and explanation are must-haves!
For example, if a customer is angry due to a delay in query resolution, brief them about the issue. Craft the apology email for poor customer service in a way that explains the cause of the delay.
Was it because the team got occupied with a new product launch? Are you understaffed currently? Or did the support team misjudge the severity of the situation?
The best you can do is keep your customer apology emails transparent.
Offering a clear picture to the customer will make it easier for them to forgive and move on. After all, we’re all humans. And mistakes are normal! 🤷
Let us know in the comments below what could be the best way to come up with explanations. We’re open to all suggestions.
The more, the better!
4. Offer Solutions and Compensation
When you’re writing an apology email to the customers you must keep in mind that they want a solution. Truth be told, a solution to the problem is as important as the apology itself
We also recommend explaining the process you undertook to solve the query. Let the customer know how you fixed the situation and rectified the mistake.
Allowing the customers to have complete autonomy is one way to craft effective customer apology emails.
You can do this by redirecting customers to a relevant FAQ page. Or, you can explain a step-by-step process to resolve the issue.
Once you’ve fixed the issue go a step ahead and offer compensation for the time the customer put in. This is an independent call that agents can take on their own.
Based on the severity of the inconvenience caused, you can close the customer apology email chain with appropriate discount coupons.
Regardless of the size, compensation is a token of gratitude. It can help create goodwill with customers.
Here are some phrases to offer transparency to the customers:
- We’ve diagnosed the root cause of the issue…
- I’ve now processed your delivery and tagged it as a priority…
- To fix the issue, all you have to do is…
And, here is how you can incorporate compensation in your customer apology emails:
- Here is a small token for your patience while we got the issue resolved…
- You are important to us and here is a small gesture from our end…
- Please accept this discount coupon as our sincerest apology for the inconvenience caused to you…
To sum this up, here’s your success mantra for being the customer service rep of the year – listen more and speak tactfully.
Tips to Make Customer Apology Emails More Impactful
Here are a few tips that will help your customers make impactful apologies.
1. Be Proactive
Apology emails for poor customer service are sent in response to customer complaints. But, a customer apology email can be your own initiative. We insist on not waiting till the customer finds out the wrong done.
Not all customers register a complaint. They might have decided to boycott your brand. The absence of a formal complaint doesn’t mean the absence of a dissatisfied customer.
Thus, you must be proactive. Take the initiative. Send an apology email to the customer as soon as you realize a mistake has occurred.
2. Be Humble
As a customer service representative, your attitude is your biggest skill. Your demeanor must be humble.
After all, the customer apology email and the agent are two different entities.
As we already mentioned, apology emails for poor customer service are often pre-designed. This ensures a consistent brand tone and image. But, a service rep is a dynamic part of the organization. His attitude may or may not align with the brand’s image.
Thus, the agents must remain humble.
One simple way is to allow the customer to express discomfort. Do not rush towards finding a solution. If the customers express their bad experience with you, they won’t do so on online platforms.
3. Personalize the Email
A shallow customer apology email is no better than no apology at all. Instead of sending a generic template, send tailor-made responses.
Using customers’ names and addressing the issue specific to them is a good start. This will show the customer that you take their complaints seriously.
4. Ask for Feedback
Last but not least, get customers’ feedback. A customer apology email indeed aims to rectify an existing mistake. Still, asking for feedback after solving the issue allows you to reach the root cause of the issue.
This also allows the customer to believe in your genuine care.
Feedback is essential to build a strong customer communication strategy.
5. Use Email Management Software
An email management software can send, track, and organize emails according to priority. With this, You can pre-design customer apology email templates according to brand tone. These can be used further for immediate usage.
An email management software is one solution for all your email-related queries.
Simplify360 offers one of the best email management software for better collaboration and support. Its cutting-edge AI features like shared inbox and automation can increase your agents’ productivity ten times.
Sample Customer Service Apology Emails for All Situations
To ease things, we’ve put together 5 sample apology emails for poor customer service. These can be used as references while crafting your customer apology email templates.
#1 Scenario - Late Delivery
Dear <Customer Name>,
We apologize for the unexpected delay in your scheduled delivery.
It was brought to my attention that <explain the reason>. We’re taking all the necessary steps to ensure the fastest delivery of your product.
Thanks for choosing us.
<Agent Name>
<Agent’s Designation>
<Company Name>
#2 Scenario - Product/Service Outage
Hello <Customer Name>,
This email is to update you on our service outages on <time and day>. Services will get restored from <date and time>.
We understand and appreciate the regular role of our services for you. We apologize for any inconvenience that may occur due to this.
Please know that our team has been working day and night to meet customer expectations.
This outage is to upgrade our existing systems to better assist you in the future.
Please reach out to me in case of any emergency.
Thanks & Regards,
<Agent Name>
<Agent’s Designation>
<Company Name>
#3 Scenario - Incorrect Invoice
Dear <Customer Name>,
Thank you for contacting us. I am really sorry that you were charged twice for the same purchase. It was an error in our system.
I have escalated this issue on a priority basis. A full refund of <amount> will get reimbursed to your account in 4-5 business days.
For any further queries feel free to write back to me. I am only an email away.
Sincerely,
<Agent Name>
<Agent’s Designation>
<Company Name>
#4 Scenario - Software/Product Malfunction
Hello <Customer name>,
I want to extend my heartfelt apology for the inconvenience caused to you. Seeing the nature of your work, the product malfunction must be difficult for you and your team.
As stated earlier, our team is working tirelessly to reach and resolve the issue. We regret that you encountered the 2% of times when our product fails to meet customers’ expectations.
Even so, this was likely caused by a malfunction in our server and will be resolved within 2-3 working days.
We assure you that we will do our best to make sure this doesn’t happen again.
We understand the trouble it put you in and offer you a free subscription to our premium features for a month.
Let me know if I can be of any more help to you.
Thanks and Regards,
<Agent Name>
<Agent’s Designation>
<Company Name>
#5 Scenario - Mass Apology Email
Respected <Company/Customer Name>,
We regret to inform you that <Emergency situation> has happened. Our team is looking into what caused the issue.
We’re working speedily to resolve it at the earliest. For now, we request you to be patient and wait for our next email.
Meanwhile, you can also <provide an alternative/temporary solution>.
If there is anything else we can do to ease the matter for you, do let me know.
Thanks and Regards,
<Agent Name>
<Agent’s Designation>
<Company Name>
Closing Note
Customer service apology emails have one and only one mission – to win the customer back. After all, it is more efficient and economical to retain customers than to win new ones!
Thus, crafting the right kind of customer apology emails for poor/bad customer service is a must.
A strategic customer apology can help you regain lost customer loyalty. And, a delightful customer experience is an added benefit!
Save your customer relations. Let them know your brand cares.
Start crafting excellent customer service apology emails today!