git:20260714.b87d8d4 to git:20261006.b9ea321

---

name: apology-letter

description: "Write a sincere, effective apology to a customer, group, or the public. Use when asked to write an apology, say sorry to a customer or community, make amends after a mistake, or respond to a complaint with an apology. Produces a genuine apology — acknowledgement, taking responsibility, empathy for the impact, the concrete fix and prevention, and an offer to make it right — in the right tone, without excuses or non-apologies."

homepage: https://mohitagw15856.github.io/pm-claude-skills/skill/apology-letter.html

metadata:

{

"openclaw": { "emoji": "🚨" }

}

---

# Apology Letter Skill

A real apology rebuilds trust; a non-apology ("we're sorry you feel that way") destroys it. The difference is

specific: acknowledge what happened, own it without excuses, show you understand the impact, and say concretely

what you'll do. This skill writes apologies that actually land — sincere, accountable, and specific to the

situation.

## Working from a brief

Given "apologise to a customer whose order we lost", **write the full apology anyway** — infer the impact and a

reasonable remedy, label assumptions, and bracket only details to confirm (names, dates, specific compensation).

Never hand back advice about apologising instead of the apology itself.

## Required Inputs

Ask for these only if they aren't already provided (else infer and label):

- **What happened** — the mistake, and who was affected.

- **The impact** — how it affected them (inconvenience, cost, trust, harm).

- **Your responsibility** — what you got wrong (own your part plainly).

- **The remedy** — what you'll do to fix it and prevent recurrence, and any make-good offer.

- **Recipient & tone** — one customer / a community / the public; and how formal.

## Output Format

### Apology: [situation]

A complete, ready-to-send message in this order:

1. **Acknowledge** — name specifically what happened, up front.

2. **Take responsibility** — own it directly ("we got this wrong"), no "if", no "but", no blame-shifting.

3. **Empathy** — show you understand the actual impact on them.

4. **Make it right** — the concrete fix and, where appropriate, a make-good (refund, replacement, credit).

5. **Prevent recurrence** — briefly, what changes so it doesn't happen again (only if true).

6. **Close** — sincere, human, with a way to reach a real person.

Then provide a **short version** (2–4 sentences) for chat/social, and **notes** on anything to confirm.

## Quality Checks

- [ ] Acknowledges the specific mistake — not a vague "issues occurred"

- [ ] Takes real responsibility — no "if we offended", "but", or blaming the customer/circumstances

- [ ] Shows genuine understanding of the impact, in their terms

- [ ] Offers a concrete fix and, where fitting, a way to make it right

- [ ] Prevention is mentioned only if true, not as empty reassurance

- [ ] Tone matches the severity — proportionate, sincere, not grovelling or glib

## Anti-Patterns

- [ ] Do not write a non-apology ("we're sorry you feel that way", "mistakes were made") — it makes it worse

- [ ] Do not use conditional language ("if this caused any inconvenience") when harm clearly occurred

- [ ] Do not bury the apology under excuses, context, or self-justification

- [ ] Do not over-promise prevention you can't deliver

- [ ] Do not be so brief it reads as dismissive, or so effusive it reads as insincere — match the harm

## Based On

Effective-apology practice — specific acknowledgement, unconditional responsibility, empathy, concrete remedy, and credible prevention.