An Apology to Regain Trust Email

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Intro


Dear [customer name],
 We are very disappointed to hear about the inconvenience we caused on {date} when {mistake made}. While failures occur on occasion, we have a duty to take responsibility and respond quickly. It is our goal to earn back the trust we lost through our errors..

Actions taken 


Toward that end, we have looked into the cause of {mistake}. In the interest of full disclosure, our investigation found that: 
[cause #1]
[cause #2]
 We never want to inconvenience our customers, and so we hope to improve by {improvement 1} and {improvement 2}. By following these steps, we hope to ensure nothing like this happens again. 

Closing 


If you have any other questions about this incident or our investigation, feel free to let me know. I’ll be happy to discuss it with you. 
Thank you,
[your company/name]
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