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Apology Letter to Customer for Poor Service

An apology letter to customer for poor service is a letter written in reply to a complaint from a customer for bad service rendered. The apology is meant to make amends with the clients for poor service provided. Apology letter is important because it shows that you have owned your mistake and you are willing to let the affected customer know this. It helps retain loyal customers in any successful business because they feel valued. A good apology letter to customer when service was not delivered as promised, is sometime more effective than even service recovery through compensation.

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Customer satisfaction after poor service is enhanced greatly when the customer is offered with something in return plus an apology letter. It is therefore fundamental for you to know how to write a good apology letter. Reading various sample apology letter to customer for poor service will help you improve your skills in developing a perfect letter.

Letter Format

  • A good apology letter to a customer for bad service provided should be specific, empathetic and with an explanation offered.
  • Use formal format. Font can be times “Times New Roman” or another official (formal) font style.
  • Start by offering your apology, say you are sorry and then explain what happened.
  • Give an action on how you are planning to rectify the mistake.
  • Sign the letter.

(Customer address)

(date)

(your address)

Dear (name of customer)

I would like to apologies for the delay in supply of sterile surgical gloves to (name of the hospital). This is completely not our standard of service delivery. I understand you had to delay surgical operations for 1 hour on (date). I am very sorry for this.

There is a new warehouse attendant in the organization who missed your item on the list of dispatch. Two dispatches were made before supplying your item which should not have been the case.

Regarding this, the new attendant will continue working with an experienced attendant for two more weeks to ensure that such a mistake will not happen again. In addition to this, the delivery fee for the item has been waivered.

I look forward to ensuring there will be no other delay in future. Please let me know if you have any other concerns.

Yours in service,

(full name)

(job title)

Apology Email to a Customer (Format)

  • When writing an apology email to a customer for poor service, the tone of the email should be formal. An apology email is important in building stronger relationship with customers as well as maintaining healthy communication.
  • Own the mistake and explain what happened in the first paragraph.
  • Use specific details. In 2-3 sentences, explain your action and how you will ensure the mistake will not happen again.
  • In the last paragraph, apologies for your actions and close the email with your signature.

Dear (client’s name)Thank you for giving us time to find out what was going on with your savings account. After extensive check of our system, we have realized that we did not put the right code in your savings account. We used the same code for both your savings and current accounts which should not be the case.

All the funds have been transferred to the right account. Right measures have also been put in place by out IT department to ensure that this will not happen again. We have also waivered operating fee for your current account for the month of (month).

We are committed to excellent service delivery.

We appreciate your patience.

(your name)

Sample apology letter to customer for poor service in hotel

Occasionally, guests in a hotel may be disappointed either by service at the hotel or by the facilities. Effective handling of these complaints by providing solutions promptly is key in retaining loyal customers. Here is a sample apology letter to a customer for poor service in a hotel.

(Customer address)

(date)

(your address)

Dear (name of customer)

The hotel maid informed me of your complaints that bathing water was taking long to heat in your room. I really apologize for that. Our plumber checked on the issue and noted there was a problem with one of the pipes to that room. The entire system is new.

The mistake has already been corrected and the water is heating instantly. We have instructed the plumber to be checking the system every day for the next one month until the system stabilises.

Yours sincerely,

(your name)

(position)

(hotel name)

Sample apology letter to client for poor service

When dealing with customers, especially in high numbers, bad experiences are inevitable. A customer will complain of poor service occasionally. It is important to amend this soured relationship promptly through an apology letter. Here is a sample apology letter to give you an idea on how to go about.

(Customer address)

(date)

(your address)

Dear (name of customer)

I am very sorry about this complain and promise that this will not happen again.

The reception did not capture your telephone number correctly hence could not reach you on time to clarify on your preferred time for appointment with our advocate. By the time you called to confirm the appointment we already had another client booked for 10:30am hence you had to be booked for 11:00am. Our reception did not ignore you because you had not confirmed your booking.

We are developing a check list on all the details that should be captured for our clients to avoid this mistake in future. Again, I am sorry for this.

Yours sincerely,

(your name)

(position)

(name of the institution)

Sample apology letter to customer for service delay

Service delay to a customer can be one of the greatest cause of disappointment and soured relationship with customers. Asking for apology can be a turning point to this. Here is a sample apology letter to a client for service delay.

(Customer address)

(date)

(your address)

Dear (name of customer)

I am writing about event we organized to you on (date) during your graduation. I would like to apologize for the delay of 30 minutes that happened at the start of the event. The chief organizer got held up in an emergency on her way hence they delay.

Punctuality is a key priority for us. However, after putting all effort, sometime things can happen beyond our control. I am very sorry for the delay and promise that this will not happen again in future. We now have an option for every member of our team who is actively involved in an event.

Please consider our apology.

Yours sincerely,

(your name)

(position)

(name of the institution)

Sample apology letter to patient for poor service

Mistakes can happen when engaging a patient in a hospital where an apology letter can work very well to ensure patient satisfaction. This may not include mistakes involving treatment. Here is a sample apology letter for a patient whose discharge was delayed.

(Patient address)

(date)

(your address)

Dear (name of patient)

On behalf of (name of the hospital), I would like to sincerely apologize for the delay in discharge from the hospital on (date of discharge). I really apologize for the 2 hours delay. Our staff are highly trained on delivery of quality standards and we understand the inconvenience caused to the patient when there is delay in discharge.

There were two emergencies in the same ward where you were admitted which caused the delay. We take full responsibility for not assigning more staff to that ward. We promise that this mistake will not happen in the future to any other patient.

Do not hesitate to bring up any other concerns you may be having.

Yours sincerely,

(your name)

(position)

(name of the hospital)

Sample apology letter to client for poor performance

When a client contract you to offer services such as cleaning, how you perform will greatly determine future engagement with that client. The contract may be renewed or ended depending on the performance of workers offering the cleaning services. An apology letter may save the situation when you have not performed well. Here is a sample letter.

(customer address)

(date)

(your address)

Dear (name of customer)

I would like to apologize for the poor performance of workers from our cleaning company. I understand they have not been completing cleaning on time in various department hence disrupting important operations in the organization. I take full responsibility for this and I am very sorry.

I got feedback last month that the cleaners are fewer than the required number. They are therefore overwhelmed. We started recruitment process for more cleaners and the process is supposed to end in two weeks’ time. I commit to speed up the process so that there can be additional cleaners in 4 days. I believe this will greatly improve performance.

Thank you for informing us about this issue. Feel free to bring up any other concerns to my attention.

Yours sincerely,

(your name)

(position)

(name of the organization)

Sample apology letter to customer for poor customer service

Customer service department is almost always viewed as the face of any organization. How good your customer service is means a lot in terms of how good your relationship with external customers is going to be. Even after investing in training of staff, sometimes mistakes happen and the best way to handle such is to write an apology letter to the involved customer. Here is a sample letter.

(customer address)

(date)

(your address)

Dear (name of customer)

I would like to apologise regarding a complain where our customer service staff hang up on you before you completed what you wanted to communicate. I am very sorry for this.

I have had a discussion with the staff involved and have clarified the issue. The staff did not deliberately hang up on you. There was a technical error as your line was being transferred to another staff for further explanation of your concerns. In the process, your line disconnected. They tried reaching you after that but in vain.

Our staff are well trained to handle customers with integrity and professionalism. Out technical team has already solved the issue.

Thank you for giving us this genuine feedback.

Yours sincerely,

(your name)

(position)

(name of the organization)