Yes. There’s a difference between apologizing and asking for forgiveness. Apologizing allows you to express regret for something you or your company has done. Asking for forgiveness is more about your customer and repairing your relationship with them.
Granted, it may seem less formal, and there’s some vulnerability involved in asking someone to forgive you. But a request like this appeals to your customer on a human level and lets them know you care about their perception of your business.
Ask the customer to share their thoughts
Once you’ve offered an explanation, taken responsibility, and provided a possible solution, ask your customer for their thoughts on the way forward. This lets the client know that their opinion on the matter is important to you and that you want to consider all the factors before moving forward.
It’s also good to ask for feedback regarding how you’ve handled the situation. cellphone number philippines This shows that you care about the customer experience and want to ensure they receive the best possible service. It’s also a great way to build on your existing relationship with the customer.
Thank and reassure the customer
You’ll want to thank the customer for allowing you to explain the problem. But you’ll also need to thank them for their patience and understanding while you work toward resolving the issue for them.
THAT’S PRO
Write less email, get more replies.
Are you falling off your prospects’ radars? With Nutshell’s personal email sequences, we’ll remember the follow-up for you.
LEARN MORE
How to apologize in email: Best practices
Now that you know the basics of crafting an effective professional apology letter, here are a few vital tips to help you regain your customer’s favor:
Personalize your message: Personalizing your email isn’t just about addressing your client by name. It’s also about introducing yourself and the role you play at your company, as well as identifying the individuals involved in repairing the situation.
Consider different cultures: Different cultures approach apologies in various ways, which you’ll need to consider, especially if you’re dealing with a client in a different country. Do a little research before you pen your apology letter to ensure your apology comes across authentically and appropriately.
Time your apology well: Responding immediately to a customer complaint with an apology is the best practice—it establishes a sense of urgency and lets your customer know you value their happiness. If possible, get ahead of the situation by apologizing as soon as you’re aware of an issue before the customer complains.