作为客户服务，支持或成功的员工，您已经专注于帮助客户在您的公司中获得最佳体验。bob全站app因此，当您知道自己与客户犯了一个错误时，这真是令人沮丧。
Knowing how to take responsibility for your actions and apologize is a skill that is important in your career but also in your personal life. It's hard to take the full blame when it's the natural human instinct to defend yourself.
一个简单的“我很抱歉”不再削减它，尤其是当您向客户道歉时。您必须将措辞放下，戴上脚步，发自内心，仍然保持专业。
由于这是一条棘手的线路，因此您可以使用以下技巧列表来对您的下一个道歉电子邮件进行王牌。
![→ Access Now: 10 Customer Apology Letters [Free Templates]](https://no-cache.hubspot.com/cta/default/53/51b2863a-2e49-4231-bd8e-c70e83e3d77f.png)
如何向客户写道歉信
- Say you're sorry.
- Admit you were in the wrong.
- 提供有关发生的事情的解释。
- 确认客户的目标。
- 明确下一步。
- Ask for forgiveness.
- Don't take it personally.
- Provide customer feedback options.
- Follow up with the customer.
1. Say you're sorry.
It sounds obvious, but the first thing you should do is apologize. Straight-up saying "I'm sorry" shows that you aren't taking a defensive approach to the apology. We all know how backhanded an apology feels when it goes along the lines of, "I'm sorry if…" or "I'm sorry, but…." Yeah -- not too great.
Just admit that you're sorry for what happened. A simple apology can go a long way, and what truly matters is salvaging the customer relationship and putting your best foot forward on behalf of your company.
2. Admit you were in the wrong.
This can be a bit of a bruise on the ego if you're in a situation where you don't believe you're at fault. However, in some capacity, you did do something wrong, whether it was making a mistake with a customer's purchase or not explaining something clearly or responding to their heightened anger with a sharp remark.
无论您犯的错误，无论大小，都要抓住所有权。通过对自己的行为负责并承认自己的缺点，您可以证明自己是真实的人。每个人都会犯错误，您的客户将感谢您的诚实。
3. Offer an explanation of what happened.
您能为冷静下来的客户所做的最好的事情就是证明您清楚地听到了他们所说的话，并理解了您做错了什么。用他们的话重申问题表明同理心。
You might want to give a brief explanation of what you think went wrong. Rather than becoming defensive at this point, you can take a thoughtful approach. It will show the customer that you took the time to consider how the mistake came about and what you or another employee might have done to initiate it.
4. Acknowledge the customer's goals.
Most customers will understand that mistakes sometimes happen. Emails get deleted, servers go down, and employees take sudden sick days. These are normal speedbumps that affect every business. But, these speedbumps shouldn't cause a flat a tire that stalls thecustomer's journey.
Customers have goals that they need to reach. They understand that your business will make a mistake here or there, but that mistake can't prevent them from achieving their goals. If it does, you need to acknowledge how your company prevented their success. By doing so, your apology will be much more sincere because you addressed the magnitude of the situation.
5. Give a clear next step.
Next, you should offer a plan of action for moving forward. After all, you want the customer to remain a customer with you. So, show them how you are going to change in the future based on this incident.
通过创建以帮助解决或减轻问题的步骤，您可以展示主动性，以改善与公司的客户关系并照顾该个人客户。bob全站app他们将能够看到您想纠正错误并以积极的方式前进的程度。
6. Ask for forgiveness.
It sounds cheesy, but asking for forgiveness can be very sweet to a customer. It once again shows that you aren't a robotic voice on a phone but an authentic human with heartfelt intentions.
However, be sure to not make this ask dramatic. A simple, "I hope you can forgive me," gets the message across while still remaining professional. You never want to cross a line and make the customer feel uncomfortable.
7. Don't take it personally.
Most importantly, don't take personally any customer complaint about you or a mistake you made. It's natural to slip up once in a while, and that is not reflective of your character or work ethic.
Put the necessary time and effort into your apology email so that it comes across as earnest. However, once you hit "Send," let bygones be bygones. Move on with your day, and use that momentary failure as fuel to kickstart some truly positive, memorable customer conversations.
8. Provide customer feedback options.
When customers are upset, you can provide them with customer feedback options to voice their displeasure. This shows the customer that you want your business to improve as much as they do, so you're making sure their voice is heard by your customer service team.
此外，由于您为他们提供链接，因此您可以控制客户留下他们的反馈的位置。您可以将其引导到私人媒体上，而不是访问社交媒体feedback collection tool，他们的投诉不会向其他客户公开。
9.跟进客户。
将道歉电子邮件发送给客户后，您应该考虑将来与他们进行跟进。等待适当的时间通过，然后返回以查看是否还有其他事情可以为他们做。而且，如果您进行了任何更改以解决他们的原始问题，请提出这一点，以突出他们如何影响您的公司。bob全站app客户将感谢您的关注，并会记住您要牢记他们的最大利益。
Keeping these tips in mind, we've crafted the perfect apology email template for you to use with your customers.
Customer Apology Email Examples + Template
1. Personal Apology Email
For situations where you are directly accountable to the customer in question, use a personal apology email template to convey sincerity and empathy. For customer support reps handling an issue, customer success managers, or account managers, use this template to say you're sorry:
Dear [Customer Name],
很抱歉，我为您的软件故障提供了无效的解决方案。bob电竞官方下载我对自己的行为承担全部责任，并深深地遗憾它给您带来的不便。
我误解了您在电话上讲话时遇到的问题，这就是为什么我最终给您提供了不正确的解决方案的原因。这不是借口，我为自己的无指导行为表示歉意。将来，在提供解决方案之前，我一定会问我的客户几个问题，以完全了解情况。
I hope you can forgive me and that we can continue to work together if you have any more support needs.
Let me know if you have any questions, comments, or concerns.
最好，
(你的名字)
2.大规模道歉电子邮件
如果出现大规模问题,影响很大number of customers at once -- such as an outage, a bug, or a data breach -- it can cause major headache and inconvenience for your customers, and you could risk a lot of anger, churn, and negative reviews if you don't address it properly. In situations like these, a leader of your company should send out a mass email to all affected customer to apologize and offer an explanation.
对于我们宝贵的[公司名称]客户，bob全站app
我们很抱歉。今天[时间]，我们经历了影响[数字]客户的[问题的描述]。
Here's what happened: [Detailed explanation of source of problem and status of resolution].
We know what it feels like to be waiting for a resolution to a problem, and we're sorry we put you in that situation. We are lucky to have you as [Company] customers and on this morning, we didn't live up to our end of the relationship.
To help make it better, we are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from happening again. Thank you for your patience with us as we dig in and get back to helping you grow with [Product].
Sincerely,
[执行名称]
3. Managerial Apology Email
When employees make big mistakes, sometimes management needs to get involved to resolve the issue. Bringing in a manager shows the customer that you're taking their complaint seriously. In these scenarios, you need to acknowledge what your team has done to prevent the customer from achieving their goals. Even if the issue is caused by a third-party contractor, you're responsible for hiring and directing those employees.
Dear [Customer Name],
代表[公司名称]，我想对您对bob全站app[员工/承包商名称]的经验表示歉意。
From our understanding, [explanation of the incident], which prevented you from [customer's goal]. We sincerely regret this misfortunate incident and apologize for any inconvenience this may have caused.
在[公司bob全站app名称]中，我们的使命是[公司的使命]，但是在这种情况下，我们未能提供这种经验。由于[员工/承包商名称]受到我的监督，因此我想为这个错误个人道歉。[员工/承包商名称]已通知您的反馈，我们是[解决问题或谴责员工的步骤]。
Thank you again for bringing this to my attention, and I sincerely appreciate your patience with us as we work to resolve this issue. I'm confident your next experience with our employees will be up to the high standard that you've come to expect from [Company Name].
Sincerely,
[执行名称]
Next, read this post on commonemail phrasesto stop using with your customers.
Originally published Jun 24, 2019 2:48:00 PM, updated June 15 2021
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