EmailBefore you send
- Replace every bracketed field and check all facts before sending.
- Use only the version that matches your situation; confirm attachments, dates and permissions.
Three ways to say it
01
Our apologies for [Issue]
Subject
Our apologies for [Issue]
Message
Hi [Name], I am sorry for the inconvenience caused by [Issue]. We understand that this affected [Impact]. We are taking [Action] and will update you by [Deadline]. Thank you for bringing this to our attention. Kind regards, [YourName]
02
Proposed resolution for [Issue]
Subject
Proposed resolution for [Issue]
Message
Hi [Name], Please accept our apologies for [Issue]. We can offer [Remedy], subject to your agreement. Could you let us know whether this would address the problem? We will confirm the next steps after receiving your response. Kind regards, [YourName]
03
Update following our apology
Subject
Update following our apology
Message
Hi [Name], Following our earlier message about [Issue], we have now completed [Action]. Please check whether the service is working as expected. If the problem persists, reply with the relevant details so we can continue investigating. Kind regards, [YourName]
Make it yours
[Action]- Specific next action
[Deadline]- Response or completion deadline
[Impact]- Actual impact on the customer
[Issue]- Specific problem
[Name]- Recipient name
[Remedy]- Authorized remedy
[YourName]- Your name