           [APOLOGY FOR EMPLOYEE'S ACTIONS]

General rules:
     
     * Thank customer for bringing matter to your attention.
     * Apologize for the specific incident.
     * Do not speak negatively about employee.
     * Close letter with request for forgiveness and wish 
        for continued patronage.
                         COMPANY
                         ADDRESS
                     CITY, STATE ZIP



Date


Name
Address
City, State Zip


Dear               ,
     Thank you for notifying me about the unpleasant 
incident to which you were subjected. Please accept my 
apology for [employee]'s behavior.
     I have discussed the incident with [him/her] and I have 
been assured it will not happen again. There is no excuse 
for what happened, but I wanted to let you know this was an 
unusual circumstance that is not likely to be repeated.
     I am grateful for your patronage and hope you will 
accept my apology for the incident.


Sincerely,


Name
Title

