Todo negócio comete erros de vez em quando. E na maioria dos casos, um e-mail de desculpas simples, mas profissional, é capaz de mudar para melhor a percepção do cliente sobre a situação e ajudar a manter seu relacionamento com ele. Independentemente do que aconteceu e de quem foi o culpado, uma carta de desculpas bem elaborada e oportuna pode ajudar muito a transformar uma experiência negativa do cliente em positiva, ao mesmo tempo que aumenta a retenção do cliente e reduz a rotatividade.
Na verdade, de acordo com o relatório da RightNow, 63% dos consumidores estariam dispostos a voltar para uma empresa depois de uma experiência negativa se recebessem um pedido de desculpas/retificação de um supervisor ou da matriz. Ao mesmo tempo, não se desculpar de forma alguma ou fornecer um pedido de desculpas medíocre pode facilmente piorar as coisas. Abaixo estão algumas dicas sobre como escrever um e-mail de pedido de desculpas eficiente para os clientes, juntamente com 10 modelos de carta de desculpas prontos que você pode usar sempre que precisar responder a uma situação semelhante e pedir desculpas em nome de sua empresa.
Esteja você lidando com produtos danificados, problemas de faturamento, interrupções de serviço, experiências negativas de suporte ao cliente ou qualquer outra coisa, ter modelos de e-mail de pedidos de desculpas sólidos em mãos permite que você reaja de forma rápida e abrangente sempre que algo não sair como planejado. Aqui estão 10 modelos de cartas de desculpas que podem servir como um aviso para diferentes situações em que você precisa se desculpar com seus clientes.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
Agora que você sabe como se desculpar pelos erros que cometeu, que tal aprender a recusar educadamente as solicitações dos clientes?
Pedir desculpas profissionalmente por e-mail deve ser feito reconhecendo sinceramente o problema e assumindo a responsabilidade. Além disso, tente oferecer uma solução viável. Mais importante ainda, não copie e cole desculpas genéricas.
Simplesmente agradeça o e-mail e expresse que você aprecia o pedido de desculpas/resposta imediata.
1. Assuma a responsabilidade pelo erro.
2. Reconheça que o erro foi um problema para o seu cliente.
3. Peça desculpas.
4. Ofereça soluções para remediar o erro.
5. Como demonstração de boa fé, faça algo de bom para o seu cliente.
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