Example Letter #1
On behalf of Doe Associates I extend my sincere apologies for the behavior of our field representative at the recent trade show. We expect all our employees to refrain from drinking alcoholic beverages not only during their working hours but for several hours before reporting to work. Thank you for informing us of this inexcusable incident. We are embarrassed that someone from our firm would have caused such a scene.
The representative involved is being disciplined and is being required to receive special help for substance abuse. Any future infraction will result in immediate termination of his employment.
Example Letter #2
On behalf of Doe Corporation, I would like to express my deepest apologies for the rude treatment you received from one of our support operators. Our customer support service is designed to alleviate customer frustration, not add to it. When a problem of this nature occurs, we want to know about it. Thank you for bringing it to our attention. The operator in question has been put on probation and has been sent to a special class on customer relations. Doe Corporation wants to deliver preferential treatment to all its customers. Please accept the enclosed discount coupons as a token of our sincere apologies.
Example Letter #3
I want to apologize for the rude behavior of one of our employees yesterday. It was inexcusable for her to speak to you in an impatient way as you were making your purchase. I know it is upsetting when someone who should be serving you is disrespectful.
Our employee has been disciplined and will lose her job if this behavior ever happens again. We value you as one of our best customers and hope you will accept our sincere apology.
Write Your Letter Step-by-Step
Begin with a straightforward apology that refers specifically to the offense.
Acknowledge your reader's frustration and express thanks for the concern.
Mention any specific steps taken to correct the problem. End with a positive statement thanking the reader for his or her concern. Offering some form of compensation or restitution may be appropriate.