How to apologize for poor service

Start Here

• Start with
  😡
  How to talk to an angry customer or client

• If speaking with the customer on the phone, let them express their feelings/frustration first. Listen and acknowledge their concerns, then share how you plan on fixing it.

Talking Points

• Dear <Name>, I’m sorry to hear that you had a poor experience with us recently.

• We take pride in our high standards of service and we know that we did not meet your– or our own– expectations.

• We understand how frustrating this can be and we want to make it right. Because we want to make sure something like this doesn’t happen again, we’ve <provide high-level detail to show that you’ve taken steps to safeguard their future experiences>.
• Examples:
• We’ve launched an investigation into the incident.
• We spoke with the team involved to ensure this doesn’t happen again.
• We’re updating our processes/platform/app.

• As a small gesture of our gratitude for your patience and understanding, please accept <a bottle of wine, a gift basket>.