Usuallywemayneedtowritealetterofapologyforsuchsituationsas:adefective,damaged,orincompleteproduct;alatepayment;anoffensivebehavior;amisseddeadline;shippingdelay;missinganappointmentorameeting.Ratherthandwellonthemistake,however,weshouldtakequickactiontoremedytheproblem.Effectivelettersofapologyisanimportantpartofthatprocessandactuallyimprovestherelationship.Inordertomakealetterofapologyeffective,alwayswriteitassoonaspossibleaftertheoffensiveactiontakesplace.Writeabriefletterthatiscarefullywordedandsincere.Wheneverpossible,makesuitablerestitutionandassuretheoffendedpartythatyouwillnotrepeatyourregrettablebehaviorinthefuture.Backupyourapologyletterwithappropriatebehavioratthenextavailableopportunity.About

ApologyLettersTowritesuccessfullettersofapology,writersneedtobeabletodothefollowings:?Apologize!?Aletterofapologywithoutanapologyisreallyjustanexcuse.Makesureyousaythosecrucialwordsatthebeginningofyourletter.?Acknowledgewhathappened?Bespecificaboutwhathappenedandbeclearaboutwhatyou’resorryfor.?Solution/Whatyoulearned：Thiswillshowthatyouarebeingsincere.Itwillalsoprovidereassurancetotheoffendedpartythatyouwon’tdoitagain.?Conclusion:Endtheletteronapositivenoteandexpressyouropennesstodiscusswhathappened.

TIMING.Writetheapologyletterassoonaspossible.ACTIONS.Ratherthanfocusingonthedamageyouhavecaused,writeaboutthingsyouwilldotorectifythesituation.BRIEF.Keepyourapologylettershortandtothepoint.SINCERITY.Noonewantstoreadoverlydramaticlanguage.Chooseyourwordscarefullyandexpressyourselfclearlyandsimply.TONE.Yourapologylettershouldbeconsiderateandrespectful.Remember,youaretryingtorebuildadamagedrelationship.Belowaresomeusefulhintswhenwritingsuchletters:Samples1:ToWhomItMayConcern:Iwouldliketoapologizeformylatepaymentfortheservicesyouhaverendered.Thisisnot—andwillnotbe—acommonissue.ItisagainstmynaturetomissadeadlineandIamveryembarrassedthatithashappened.Again,IamverysorryfortheinconvenienceandIhopethatwecancontinuetomaintainourprofessionalrelationship.Basedonmyhistory,pleaseexcusethissolitarylatepaymentincident.Sincerely,DearMr.PierceMeyer:WelcomebacktoFourSeasonsResort!WearepleasedtohostyouduringyoustayinLangkawi,Malaysia.Weapologizethatyourconfirmedroomwasunavailablelastnight,andwearesorryforthisinconveniencethismayhavecausedyou.Becauseseveralguestsdidnotdepartasscheduled,wewereforcedtoprovideyouaccommodationselsewhere.Foryourtrouble,wewerehappytocoverthecostoflastnight’slodging.Ourgoalnowistoprovideyouwithoutstandingserviceandwarmhospitality.Tothatend,wehaveupgradedyourroomatnoexpensetoyou.Pleaseacceptthisboxofchocolatesasagifttosweetenyourstaywithus.Shouldyouneedanyassistance,pleasecontactourManagerondutybydialingthehoteloperator.Youcancontactmedirectlyatextension408.Wehopethattheremainderofyourstaywithusisenjoyable.Thankyouforyourpatience,understanding,andpatronage.Sincerelyyours,LeBronJamesFrontOfficeManagerSample2:DearMr.Jennings,Iwassodismayedtohearaboutyournegativeexperiencewiththeinstallationofyourorder.Igatheredfromyourletterthattheproblemswerecausedbythetechnicianwhoworkedonyourinstallation.Wespoketothetechnicianimmediatelyandhavesinceterminatedhisemploymenthere.Wealwaysstriveforthehigheststandardsofcustomerserviceandweareverysorrywhenwehearthatwehavefallendownonthejob.Iunderstandthatyoursystemisfunctioningnow.Iwouldbehappytosendanothertechniciantocheckit,ifyouwouldlikethat.Iamalsorefundingyourinstallationfee.Wehavecreditedthatamounttoyourcorporatecreditcardusedtopayfortheinstallation.Pleasefindthereceiptforthetransactionenclosed.Again,Ioffermydeepestapologiesfortheproblemswiththeinstallationofyoursystem.Thankyouforyourpatronageofoursystem.PleaseletmeknowifthereisanyotherwayIcanassistyou.Yourssincerely,Sample3:Usefulexpressions:1.Iamdeeplysorrythatithastakensolongtostraightenoutthisproblem.非常抱歉我們花了這么長的時間才把問題弄清楚。2.Itwasnotmyintentiontocreatesuchanawkwardandembarrassingsituationforyou(yourcompany).我并不是有意想讓你（你們公司）陷入如此尷尬的境地的。3.Iftherewasanygoodthatcameoutofthisunfortunateexperience,itisthatIhavegrownandlearnedalternativeapproachestothesesituations.如果說這件糟糕的事給我?guī)砹耸裁春锰幍脑?，那就是我成熟了并從中學(xué)會了該如何處理此類事情了。4.AtANCCompany,wetakeprideinensuringourcustomer’ssatisfaction.Unfortunately,wedidnotmeetyour—orourown—expectations.Uponthoroughreviewofthesituation,wenarrowedthecausetokeystaffchanges/recentinternalsystemupdate/officerelocation,etc…}.ANC公司一直是以確保顧客的滿意為自豪的。很遺憾，此次沒有能滿足你方以及我方自己的期待。經(jīng)徹查，我們得知原因是出在（主要人員的人事變更/近期的內(nèi)部系統(tǒng)升級/辦公室搬家等）5.Asatestamenttoourstriveforperfection,wehavetakenstepstoensurethatthiswillneverhappenagainbycreatingcompanygrosstrainingsessions/installingnewback-upsystems/creatinganinternalauditingteam,etc….追求完善的服務(wù)一直是我公司的宗旨。為杜絕此類事情的再次發(fā)生，我公司將進行大規(guī)模的培訓(xùn)/安裝新的備用系統(tǒng)/將建立一支內(nèi)部審查團隊。6.Wehopeyouwillacceptthiscouponasagestureofourgoodwill.為表達我們的誠意，特贈送您此禮券，希望您笑納。7.Yourcorporationandpatienceintheserespectswillbegreatlyappreciated.關(guān)于此事，我們非常希望能得到貴公司的諒解與合作。Readtheapologyletter.Identifytheproblemswiththetone,theinformationandthestructureoftheletter.Thenrewritethelettertobemoreappropriate.DearMr.StevenCohen:ThankyouforyourcorrespondenceofSept.5.ItrustthatbusinessisgoingwellinSingaporeandthatyouhavereceivedourlatestcatalog.Ilookforwardtoreceivingyourwinterorder.Iamsorryforthedamagethatoccurredtoyourshipmentwhileitwasintransit.Obviously,thedamagewasinflictedbytheshippingcompany,notbyourcompany.Ifyouhadinformedusofthedamageearlier,wewouldhavebeenabletoreplacetheshipmentinamoretimelyfashion.Ilookforwardtocontinu