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Come Scrivere un’Email di Scuse

Ogni azienda fa degli errori di tanto in tanto. E nella maggior parte dei casi, una semplice ma professionale e-mail di scuse è in grado di cambiare la percezione di un cliente della situazione in meglio e aiutarti a mantenere il tuo rapporto con loro. Indipendentemente da ciò che è successo, e da chi è stato il colpevole, una lettera di scuse ben fatta e tempestiva può andare molto lontano nel trasformare un’esperienza negativa del cliente in una positiva, aumentando la fidelizzazione del cliente e riducendo il tasso di abbandono. 

In effetti, secondo un report di RightNow, il 63% dei consumatori sarebbe disposto a tornare in un’azienda dopo un’esperienza negativa nel caso riceva scuse/correzioni di follow-up da un supervisore o dalla sede centrale. Allo stesso tempo, non chiedere scusa o fornire scuse scadenti può facilmente peggiorare le cose. Di seguito sono riportati alcuni suggerimenti su come scrivere un’e-mail di scuse efficiente ai clienti insieme a 10 modelli di lettere di scuse già pronti che puoi utilizzare ogni volta che devi rispondere a una situazione simile e chiedere scusa a nome della tua azienda.

Come scrivere un’e-mail di scuse ai clienti

  • Chiarisci che ti stai scusando per l’accaduto senza scaricare la colpa.
  • Riconosci l’errore e assumiti la responsabilità anche se non è stata colpa tua.
  • Riconosci le emozioni negative, i sentimenti e i problemi del cliente.
  • Sii trasparente e spiega ai clienti cosa è andato storto e cosa ha causato il problema.
  • Fornisci un chiaro piano di recupero e spiega cosa farai o hai fatto per sistemare le cose.
  • Descrivi le misure che adotterai per garantire che l’errore non si ripeta.
  • Offri un rimborso o qualsiasi altro compenso ragionevole, se ha senso.
  • Mantieni alcune delle frasi di scuse comuni, ma assicurati di personalizzare il tuo messaggio di scuse quando è possibile.

Modello di email di scuse di Kukuruza
Modello di email di scuse di Kukuruza

10 modelli di email di scuse dei clienti

Che tu abbia a che fare con una violazione degli SLA, dei prodotti danneggiati, dei problemi di fatturazione, delle interruzioni del servizio, delle esperienze negative di assistenza clienti o qualsiasi altra cosa, avere a portata di mano solidi modelli di email di scuse ti consente di reagire rapidamente e in modo completo ogni volta che qualcosa non va come previsto. Ecco 10 modelli di lettere di scuse che possono servire da suggerimento per diverse situazioni in cui dovresti chiedere scusa ai tuoi clienti.

Un’e-mail di scuse per un prodotto insoddisfacente

Hi [Name],

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.

Email di scuse per un prodotto SaaS


Hi [Name],

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


Email di scuse per esperienza negativa dell’assistenza clienti

Dear [Name],

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.


Email di scuse per inattività del servizio

Dear [Name],

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.


Email di scuse per un errore di fatturazione


Dear [Name],

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.


Email di scuse per un problema sul sito web



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.

Modello di email di scuse per problemi di consegna


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.

Email di scuse per richiamo del prodotto


Dear valued customer,

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.


Email di scuse di massa

To our valuable [Company name] customers,

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.


Email di scuse di follow-up

Hello [Name],

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.


Ora che sai come scusarti per gli errori che hai commesso, che ne dici di imparare come rifiutare educatamente le richieste dei clienti?

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Frequently asked questions

Come ci si scusa in modo professionale in un'e-mail?

Scusarsi professionalmente in un’e-mail dovrebbe essere fatto riconoscendo sinceramente il problema e assumendosene la responsabilità. Inoltre, cerca di offrire una possibile soluzione. Ancora più importante, non copiare e incollare delle scuse generiche.

Cosa si dice quando qualcuno si scusa in un'e-mail?

Ringraziali semplicemente per l’e-mail ed esprimi che apprezzi le scuse/la risposta tempestiva.

Quali sono i passi per scusarsi professionalmente con il cliente?

1. Assumiti la responsabilità dell’errore.

2. Riconosci che l’errore è stato un problema per il cliente.

3. Scusati.

4. Offri delle soluzioni per rimediare all’errore.

5. Come dimostrazione di buona fede, fai qualcosa di carino per il tuo cliente.

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