SecondPen.aiApology / service recovery email template
Origin: Service-recovery practice (e.g., Ritz-Carlton LEAP / HEARD models) and research on effective apologies.
Start from this templateFree, no account needed. The blank is written with guidance in each section, ready to fill in.
Structure
- Acknowledge
- Own it
- Impact
- Fix
- Prevent
- Make it right
How a tough reader scores it
When you score a draft against this format, the Critic evaluates this apology. The weights add up to 100; the fixes for the weakest criteria arrive as cards in the editor.
| Criterion | Weight |
|---|---|
| Takes clear ownership without hedging or excuses | 30 |
| Names the impact on the reader | 20 |
| Fix is concrete and done or dated | 20 |
| Prevention step is credible | 15 |
| Named contact | 5 |
| Sincere, not corporate, tone | 10 |
How it works in SecondPen.ai
Open the template and the editor writes the blank once, with a line of guidance under each heading that you delete as you fill it in. Write your abstract and the editor names the format it reads like. Ask for a document with a slash command and it offers to start from the matching format. When the draft is ready, the Critic scores it against the criteria above, the way this format's toughest reader would, and the three highest-leverage fixes become Editor cards.
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