How to apologize.docx - Be truthful State what youre...

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Be truthful. State what you’re apologizing for (write in active voice “I did this”). Accept the blame. Don’t attempt to buy back loyalty (don’t make coupon/money return focus). Ask for forgiveness. Open letter on positive note and make specific reference to problem and previous communication. Direct statement of apology. Explanation of problem’s cause – brief. Propose solution for problem. Goodwill closing – state desire to maintain relationship. Mistakes to avoid Don’t imply reader was at fault even though customer was partially responsible Don’t write in begrudging tone Don’t expose negligence and legal liability. If negligence is a concern consult attorneys. Wonderful presentation on the importance of knowing how to apologize. As demonstrated by the example of Presidents Nixon and Clinton, often we don’t know how to apologize in a professional manner and end up creating more problems than the original issue.
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