LETTER OF APOLOGY
 

Explain why you are apologising, give reasons for your behaviour, express regret for the damage/inconvenience/offence which has been caused and promise not to let it happen again or to make up for what you've done, as appropriate.
 

USEFUL LANGUAGE
 

I am writing to apologise/l sincerely apologise for (not) (+ -ing) / for the fact that (+ clause)

I'm so/really sorry (not) to have (+ p. part.)

I (do) hope you will forgive me for (not) (+ -ing)

I assure you that it/this will never happen again.

SAMPLE LETTER OF APOLOGY 1

Dear Ms. Jones

On behalf of ABC Office Equipment, I extend our sincerest apologies for the bad experience you had with our sales associate, James. I understand that James made unprofessional remarks when you visited our storefront to inquire about a new copier. You came to us in search of information, and instead were subjected to a pushy salesperson.

At ABC, it is our goal to help you make an informed purchase decision without having to deal with aggressive sales tactics. James is a new employee that I have been training. I take full responsibility for his behaviour. He has received a written reprimand and will be shadowing one of our senior sales associates until he has a better understanding of the ABC Office Equipment approach to customer service.
 

I am grateful that you brought this issue to my attention and I ask your forgiveness. I have included a voucher for 20 percent off your next purchase in our store as a thank-you, should you decide to give us a second chance. We hope to see you again soon!
 

Kind regards,
 

Tim Parse

Managing Director
 

SAMPLE LETTER OF APOLOGY 2
 

5868 Maple Wood Street
Fairfield, PA 37626
 

November 29, 2004
 

Mr. Joseph Bicman
358 Noncook Road
John's Town, PA 57323
 

Dear Mr. Bicman
 

I apologize for the mix-up of order #: 26429782. We have just implemented a new packaging system that still has a few bugs to be worked out, but we did fix your order and sent it out this morning. For your trouble, we have enclosed a $25 gift certificate which can be used at any of our stores. Once again I would like to apologize for the mix-up in your order and any inconveniences this may have caused you.


Sincerely,
 

Signature

Scott Mahoney
Customer Service Manager