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  • Atsiprašymo el. laiškų šablonai

Atsiprašymo el. laiškų šablonai

Kiekviename versle kartais pasitaiko klaidų. Daugeliu atvejų paprastas, tačiau profesionalus atsiprašymo el. laiškas gali pakeisti kliento situacijos suvokimą į gerąją pusę ir padėti išlaikyti ryšį su jais. Nepriklausomai nuo to, kas nutiko, ir kas buvo kaltas, tinkamai parengtas, laiku pateiktas atsiprašymo laiškas gali labai padėti neigiamą klientų patirtį paversti teigiama, tuo pačiu didinant klientų išlaikymą ir mažinant netekimą.

Iš tikrųjų, remiantis „RightNow“ ataskaita, 63% vartotojų norėtų grįžti į įmonę po neigiamos patirties, jei iš vadovo/ pagrindinio biuro sulauktų atsiprašymo/klaidų pataisymo. Tuo pačiu visiškai neatsiprašius ar pateikus prastą atsiprašymą viskas gali būti dar blogiau. Toliau pateikiami keli patarimai, kaip parašyti efektyvų atsiprašymo el. laišką klientams kartu su 10 paruoštų atsiprašymo laiškų šablonų, kuriuos galite naudoti, kai tik reikia reaguoti į panašią situaciją ir atsiprašyti savo verslo vardu.

Kaip parašyti atsiprašymo el. laišką klientams

  • Aiškiai pasakykite, kad atsiprašote už tai, kas įvyko, neperkeldamas kaltės kažkam kitam.
  • Pripažinkite klaidą ir prisiimkite atsakomybę, net jei tai nebuvo jūsų kaltė.
  • Pripažinkite neigiamas kliento emocijas, jausmus ir skausmus.
  • Būkite skaidrūs ir pasakykite klientams, kas nutiko ne taip ir kas sukėlė problemą.
  • Pateikite aiškų atlyginimo planą ir paaiškinkite, ką darysite ar padarėte, kad viskas būtų sutvarkyta.
  • Apibūdinkite veiksmus, kurių imatės, kad klaida nepasikartotų.
  • Siūlykite grąžinti pinigus ar bet kokią kitą pagrįstą kompensaciją, jei tai yra reikalinga.
  • Jei įmanoma, suasmeninkite savo atsiprašymo pranešimą.
„Kukuruza“ atsiprašymo el. laiško šablonas
„Kukuruza“ atsiprašymo el. laiško šablonas

10 klientų atsiprašymo el. laiškų šablonų

Nesvarbu, ar tai įvyksta dėl sugadintų produktų, atsiskaitymo problemų, paslaugų teikimo trukdžių, neigiamos kliento aptarnavimo patirtties ar dar ko nors, turėdami patikimus el. laiškų atsiprašymo šablonus galite greitai ir visapusiškai reaguoti, kai kas nors vyksta ne taip, kaip planuota. Čia yra 10 atsiprašymo laiškų šablonų, kurie gali būti naudojami kaip pavyzdys įvairiose situacijose, kuriose turėtumėte atsiprašyti savo klientų.

Atsiprašymo el. laiškas dėl netenkinančio produkto

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.

Atsiprašymo el. laiškas dėl „SaaS“ produkto problemų

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


Atsiprašymo el. laiškas dėl neigiamos klientų aptarnavimo patirties

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.


Atsiprašymo el. laiškas dėl paslaugos gedimo

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.


Atsiprašymo el. laiškas dėl atsiskaitymo klaidos

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.


Atsiprašymo el. laiškas dėl tinklalapio problemų


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.

Atsiprašymo el. laiško šablonas dėl pristatymo problemų


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.

Atsiprašymo el. laiškas dėl produkto atšaukimo

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.


Daugeliui žmonių vienu metu siunčiamas atsiprašymo el. laiškas

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.


Tolesnis atsiprašymo el. laiškas

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.


Dabar, kai žinote, kaip atsiprašyti už padarytas klaidas, kaip išmokti mandagiai nepriimti klientų užklausų?

Atsiprašymo el. laiškai – dažnai užduodami klausimai

Kaip profesionaliai atsiprašyti el. laiške?

Profesionaliai atsipraanti el. laiške reikėtų nuoširdžiai pripažįstant problemą ir prisiimant atsakomybę. Be to, pabandykite pasiūlyti galimą sprendimą. Dar svarbiau, nekopijuokite ir neįklijuokite bendrų atsiprašymų.

Ką pasakote, kai kas nors atsiprašo el. laiške?

Tiesiog padėkokite jiems už el. laišką ir pareikškite, kad vertinate atsiprašymą/greitą atsakymą.

Kokie yra veiksmai, norint profesionaliai atsiprašyti savo kliento?

1. Prisiimkite atsakomybę už klaidą.

2. Pripažinkite, kad klaida sukėle jūsų klientui problemą.

3. Atsiprašykite.

4. Pasiūlykite sprendimus, kad ištaisytumėte klaidą.

5. Norėdami parodyti sąžiningumą, padarykite ką nors gero dėl savo kliento.

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