Dear …

Please allow me to again, extend my sincerest apology for the inappropriate way you were treated by our __(type of employee/receptionist/etc.)__ on __(date)__. It was both unprofessional and inexcusable behavior. If I could reverse time and change that encounter you had with this individual, believe me, I would do it in a second.

I’m so sorry, __(first name)__. Please let me assure you that this is not conducive to the kind of service we provide here at __(name of company)__. This was an isolated incident that has now been addressed to ensure that it never happens again. I want you to know that you and your business are very important to us.

And, I want to personally thank you for giving me the opportunity to prove to you that such inappropriate conduct is not a direct reflection of the way we handle our valued customers. It is our mission to provide the best in customer service and that is what I intend to do with you.

Thank you for your kind understanding and patience in this matter. I am really looking forward to working with you, __(first name)__, and look forward to our appointment.

Sincerely,