道歉邮件模板

每个企业都有犯错的时候。在大多数情况下，一封简单而专业的道歉邮件能够改变客户对事情的看法，帮助您维护与他们的关系。不管发生了什么，不管是谁错了，一封精心设计的、及时的道歉信都可以大大帮助您将负面的客户体验转变为积极的体验，同时提高客户留存率，减少客户流失。

事实上，根据RightNow的报告，63%的消费者在有了不好的经历后，如果他们得到主管/总部的道歉/更正，他们会愿意回到跟公司的合作中来。与此同时，不道歉或是道歉不诚恳很容易让事情变得更糟。下面是一些关于如何写一封有效的道歉邮件的技巧，以及10个现成的道歉信模板，当您需要回应类似的情况并代表您的企业对客户道歉时，您可以使用这些模板。

如何给客户写一封道歉邮件

明确表示您为所发生的事情道歉，而不是推卸责任。
承认错误，承担责任，即使这些都不是您的错
承认顾客的负面情绪，感受和痛苦。
保持透明，告诉客户哪里出了问题，什么原因导致了问题。
给出一个清晰的修正计划，并解释您将做什么或已经做了什么来纠正错误。
描述您所采取的步骤，以确保错误不会再次发生。
提供退款或任何其他合理的补偿，如果有用的话。
在可能的情况下，让您的道歉消息更加生动。

10个给客户的道歉邮件模板

无论您是在处理损坏的产品、账单问题、服务中断、负面的客户支持体验、或其他任何事情，有可靠的道歉邮件模板在手，每当事情没有按计划进行时，这可以让您的响应迅速且全面。这里有10个道歉邮件模板，可以在不同的情况下作为您需要向您的客户道歉时的提示。

一封不满意的产品道歉邮件

Hi [Name],

On behalf of our company, I want to apologize for sending you a defective item. 

Our team tries to implement effective quality control for our products, but we failed this time, and we regret that your product slipped past our quality measures. I realize it was frustrating for you and I’m very sorry.

In order to make things right I’d like to propose two solutions: 

[Solution 1: for example, full refund]
[Solution 2:  for example, replace the product with a new one] 

All you have to do is inform me what suits you best and leave the rest up to me. 

Thank you for your patience.
[YOUR SIGNATURE]

SaaS产品问题道歉邮件

Hi [Name],

We’re so sorry about the issues you’ve been having with [product]. We know how frustrating it is when technical issues prevent you from getting your work done.

This was likely caused by a malfunction in our own servers, so we’re actively trying to minimize the possibility of this happening again. 

In the meantime, we’re going to give you back this month’s subscription cost as an additional apology.

Thank you for your patience. Don’t hesitate to get in touch if you’d like any help or more
information.

Best,
[YOUR SIGNATURE]

负面客户支持体验道歉邮件

Dear [Name],

I’m so sorry to hear about the poor experience you had with our customer support agent. I realize how frustrating it must be to [details of the issue]. We obviously failed this time, and for that, we are very sorry.

Our customer support reps have all been trained on how to handle our customers’ issues, including how to escalate problems that they are unable to assist with. However, as a result of this experience, we’ve decided to provide additional training to our entire customer support team to make sure that this won’t happen again.

As an additional apology, we’re sending you a 20% discount for your next order. You can use this code: [CODE]

Thank you for your patience and for bringing the issue to our attention. Let me know If there’s anything else we can do.

Best,
[YOUR SIGNATURE]

服务宕机道歉邮件

Dear [Name],

I want to apologize for our extended downtime yesterday. As stated in our SLAs, our team guarantees 99% uptime every day, and this was one of the few times we failed to uphold our standard. We realize we caused operational problems to you and we are very sorry for that.

This was likely caused by [explaining the reason].

We’ll do our best to make sure this doesn’t happen again. As an additional apology, we are offering [details of your offering]. 

Thank you for your patience and understanding. As always, if you have any questions or issues, please let us know.

Sincerely,
[YOUR SIGNATURE]

账单错误道歉邮件

Dear [Name],

Thank you for contacting our customer support and for bringing this issue to our attention. We’re so sorry that you were charged twice for the same product. 

This is a terrible mistake caused by a glitch in our billing system, and we’re currently looking into how this could have happened. As soon as we find the bug in our system, we’re going to squash it!

In the meantime, we have refunded you the full amount of one of the charges, including extra charges and tax. Please allow 1-3 business days for the amount to appear back on your credit card.

Getting overcharged is a stressful and frustrating ordeal, and we’re sorry once again to have put you through that. If there are any other issues or questions, please don’t hesitate to contact us.

Regards,
[YOUR SIGNATURE]

网站问题道歉邮件

[Name],

We blew it!

You may have noticed that our website had trouble today keeping up with the unexpectedly large amount of interest in our [details of promo] sale. 

We’re happy to say this has now been fixed – hurrah!

If you had trouble shopping, don’t worry – we have extended our sale until [date]!

Sorry for any inconvenience caused.
[YOUR SIGNATURE]

为电子邮件发送问题道歉

[Name],

We just realized that the [type of emails] emails we’ve been sending to you lately might have not gotten through to you on time. 

There has been a glitch in our database, but the good news is that it’s all sorted now, so you’ll be kept up-to-date with our exclusive deals and promotions. We’ll also make sure this doesn’t happen again. 

We’re very sorry if in the meantime you’ve missed some of our offers. By way of an apology, we’d like to give you [details of your offer].

Thanks for understanding.
[YOUR SIGNATURE]

产品召回道歉邮件

Dear valued customer,

Due to [reasons], we must recall our [product]. We are very sorry that [product] has slipped past our quality standards.

If you have bought this item, please click below for details of how to return it and receive a full refund (plus a little extra compensation). 

We will continue to create the products that our customers love, but with more extensive quality testing to ensure that this situation remains an isolated incident.

We thank you all for your loyalty over these [number] years that we have been in business — we will work hard to not disappoint you in the future. Once again, please accept our apologies for this unpleasant event.

Sincerely,
[YOUR SIGNATURE]

批量道歉邮件

To our valuable [Company name] customers,

As you may already know, at [time] today, we experienced [description of issue], which affected [number] customers. We realize that caused operational problems to many of you and we would like to apologize for that.

Here’s what happened: [details of the problem and status of the resolution].

Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking this incident very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from happening again. 

As an additional apology, anyone who was affected by this will be able to [details of your offering]. While we understand it can’t exactly make up for the inconvenience we caused, we hope it’ll go some way towards making amends.

Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reply to this email and ask.

Sincerely,
[YOUR SIGNATURE]

后续的道歉邮件

Hello [Name],

I wanted to check in with you regarding the issue you had the other day with [details of the issue]. I know we let you down, and I’m sorry once again for that.

So, I’m following up on the solution we provided. Did it help? Could we have done better? Please let us know.

I’d be happy to assist if you have any other questions or concerns.

Regards,
[YOUR SIGNATURE]

既然您已经知道了如何为自己所犯的错误道歉，那么如何礼貌地拒绝客户的请求呢？

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