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6 Excellent Apology Emails to Send to Your Customers

April 06, 2018 / Julie Morse

It takes 12 great customer experiences to make up for a single bad one. When something goes wrong, sending a polished, professional apology letter to your customers is the first step to making it right again. Whether it’s a scheduling mishap or bug in your product, or something more serious like an app outage or security breach, communicating about mistakes with customers certainly isn’t easy. The good news? Sending an apology email is your chance to start a healthy conversation and potentially build a stronger relationship with your customers. Crafting a message that strikes the right tone for your apology can certainly be an art — and we can learn a lot from seeing how others do it. We’ve collected a few great examples from other customer success managers and company leaders. They contain great copy for admitting your mistakes, apologizing, and setting customers up for future success.