Email templates for apologizing to customers

Mistakes are unavoidable — but a good apology can make it right.

Get your copy

When you’re in a customer-facing role or leading a team, apologizing to customers is part of the job. 

Crafting a message that strikes the right tone for your apology can certainly be an art — and we can learn a lot from seeing how others do it.  

We collected a few real apology examples from customer success managers and company leaders. They contain great copy for admitting your mistakes, apologizing, and setting customers up for future success.

Get examples for difficult situations: 

  • When you were wrong and need to correct what you previously said

  • When you’re working on a fix but you’re not there yet 

  • When you need more clarity to resolve an issue

  • When you have to explain product outages or security notices