At that place'south truly nix worse than an automated, lifeless e-mail from a company. That feeling of sheer disappointment when you read the robotic text is almost heart-wrenching. You expected then much more.

You never desire your customers to feel that way well-nigh you. After cultivating a human relationship with them, the last matter yous want is for them to be offended by an impersonal email.

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Though it'd be ideal to hand-craft each and every electronic mail you send, it can likewise be time-consuming and inefficient.

Don't fret, nosotros've got you covered. Beneath, we'll go over a list of all-time practices for writing client service emails, a guide for responding to angry letters, and a collection of the all-time customer service email templates for a diverseness of scenarios.

Best Practices for Writing Client Service Emails

Though using a client service electronic mail template will make your job much easier, you should still follow a few best practices.

In fact, the following tips apply especially when you utilise a pre-written e-mail. They can help you personalize your response so that it doesn't seem canned and strengthens your company'due south customer retentiveness strategy.

one. Use the customer's proper noun.

This is the showtime stride when reaching out or responding to customers. Using their name in the greeting volition make your response experience 18-carat and targeted specifically to them.

two. Have the customer's chat history handy.

When responding to a customer complaint or email, information technology'south central to know when and why they've reached out to your company. Have they had this same effect in the past? Or accept they simply been a customer with y'all for a short time? This data can help you lot choose the advisable tone for your e-mail — whether profusely apologetic or cheery and helpful.

Additionally, if you lot have the customer's conversation history, you can personalize whatsoever template you lot use by including background information and context.

iii. Castor upwards on key facts about their concern or buyer persona.

In a similar vein, skim through the information you have on their business and buyer persona to understand why they reached out. Are they users of your product? Or are they top-level stakeholders at their arrangement? Do you know why they chose to practice business organisation with y'all? We recommend collecting this information using CRM software.

4. Try to understand their problem inside and out.

When reading over the email, try to sympathise the trouble they're encountering before crafting a response. If you lot nonetheless demand clarity, your response would be the identify to inquire questions.

No matter what, ensure that every email y'all ship is filled with empathy and understanding — even when the customer is angry.

Empathy tin help you lot deal with frustrated customers and decrease the chances that they'll leave you for a competitor. We understand that this is difficult, and then below, we'll take y'all through a pace-by-step guide on how to answer to an angry customer email.

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How to Respond to an Angry Client Email

  1. Reply as before long as possible.
  2. Apologize for their negative experience.
  3. Explicate what may take gone wrong.
  4. Provide context for what happened.
  5. Reassure the client that this won't happen once again.
  6. Offer an incentive, refund, or discount.
  7. Let them to respond with farther questions, comments, or concerns.
  8. Follow up with the client.

1. Respond as soon every bit possible.

The longer y'all await to respond to a customer complaint, the more probable information technology is that they will take that complaint to a public platform where other consumers tin can form opinions about your company. Information technology'due south best to tackle the problem within an hr as this volition likely keep the conversation going over email and will reduce the take a chance of a follow-upwardly call.

two. Repent for their negative feel.

The first line in your response should be a 18-carat apology.

No matter how hurtful or unfair their email may seem, it'southward important to recognize that they took the time to arts and crafts a complaint because they had such a negative experience with your visitor. Equally a customer service professional, your goal is for none of your customers to have such a terrible experience, and it's the responsibility of your company to apologize for that.

It'southward as well important to acknowledge your mistakes, taking some responsibleness for what your company may accept done incorrect. It'south less about proving a point and more than about salvaging the relationship with that client.

In this footstep, try to choose a tone that'southward both empathetic and atoning, but get in clear that you're also eager to assist.

3. Explicate what may take gone wrong.

Customers actually care about getting clear explanations and consummate solutions for their problems — non just for their own well-beingness but for other customers as well.

They care about not letting the same result happen to others. Offering the customer an explanation for the situation can assist them sympathise that there were unexpected factors in play.

If you explicate to them that the state of affairs was a ane-time event or rare occurrence — similar their parcel getting lost in the mail or if they're left on concur for an 60 minutes — it volition assist ease the tension and potentially go them to empathize with your company.

4. Provide context for what happened.

Like nosotros discussed to a higher place, it's important to sympathise where the customer is coming from. By looking at their history with your company, yous're starting out on the aforementioned page in the conversation.

Show that you empathize the context for the situation so the customer knows that you're enlightened of the bug they've faced earlier. Y'all could say something like, "I see that y'all've had this problem before, a few months agone."This can assistance you provide genuine empathy (and not the simulated empathy that some customer service scripts can have).

5. Reassure the customer that this won't happen again.

Even if the problem wasn't your fault — say, your logistics partnered failed to deliver the package on time — information technology'south important to reassure the customer that you lot're doing everything possible to prevent this from happening once again.

Whether yous're checking in with your product team, retraining your sales team, or revisiting the relationship with your logistics partner, y'all should indicate to the customer that their angry email has resulted in company-wide action.

This will reassure them that they won't take this experience over again and thus make it less likely that they'll exit you for a competitor.

half-dozen. Offer an incentive, refund, or discount.

Offer an incentive is a dandy option when a client's complaint is and so farthermost that yous fear worse repercussions — or when they specifically demand a refund or free detail.

Alternatively, if a client complaint is reasonable and polite, offer an incentive equally thanks for remaining calm and patient with your team.

If a customer's complaint is the result of an fault on your end, do as much equally you can to offer them a reasonable discount or refund when advisable. If the customer is completely unable to utilise the purchase as a result of the error, it'southward only fair to offer a total refund.

If an error resulted in an society delay or some other type of pocket-sized inconvenience that doesn't impact the customer'southward ability to use the production or service, a small discount can buy goodwill with the customer.

If the complaints are the upshot of a visitor-wide outage or mistake that impacted hundreds of thousands of customers, you may not be able to offer them all a discount or refund. Instead, own your mistake, apologize sincerely, and take steps to preclude the problem from happening over again.

vii. Permit them to reply with further questions, comments, or concerns.

At the end of the email, earlier closing, e'er ask them to let yous know if they accept whatever more than questions, comments, or concerns. You want to show that you're still open up to further feedback and information technology'south on them to end the conversation.

The more opportunities you lot give them to interact with you lot, the higher the chance that their atmosphere will subside and they will come to respect your company again.

viii. Follow upwards with the client.

After leaving the path open for more questions, it's disquisitional to follow upwards with the client and give them a last condition on the resolution of their issue.

Whether it was a delayed parcel, a product outage, or a bad experience with the website, yous want to reassure the customer that you've finished taking the necessary steps to ensure this doesn't happen again.

For case, if the issue was that the package was delayed in the mail service, follow up with them in 3 days to tell them they should've received the product they ordered. Alternatively, you can cheque the tracking number and notify them that the parcel should have been left in their mailbox or on their front pace.

If the customer experienced a technical malfunction, touch base with them to let them know that your team has finished working on the issue and that the malfunction is resolved.

Best Sample Email for Responding to an Angry Customer

Using the tips higher up, we've written a sample email that you can use to reply to an angry e-mail from a client.

Don't cease here. Below, we've curated a list of the all-time customer service e-mail templates for every back up situation.

The Best Customer Service Email Templates

Let's take a await at some of the all-time client service email templates you lot tin can lean on when in a variety of situations with customers.

Skip to:

  • Thank You E-mail Template
  • Questionnaire Email Template
  • Angry Client Response E-mail Template
  • Client Complaint Response Electronic mail Template
  • Customer Service Follow-Upward Electronic mail Template
  • Technical Back up Email Template
  • Go along In Touch Electronic mail Template
  • Welcome Email Template
  • Account Director Introduction Email Template
  • Business relationship Manager Transition Email Template
  • Gratis Trial Email Template
  • Renewal Reminder E-mail Template
  • Customer Referral Email Template
  • Customer Review Asking Email Template

Customer Refund Letter of the alphabet Templates

  • Refund to Client E-mail Template
  • Product Exchange Email Template
  • Product Disbelieve Email Template
  • Customer Apology Email Template
  • Return of Overpayment Email Template
  • Refund Notification Email Template
  • Refund Status Email Template
  • Refund Not Received Email Template
  • Out-of-Policy Refund Electronic mail Template

1. Thank You Email Template

Once in a while, it's nice to transport your customers a petty thank you. Afterwards all, your company would be nowhere without the loyalty of your customers. This tin can be sent in several instances: right later on they make a purchase, when yous observe it'south their ceremony with your company, or when they refer another customer.

In a thanks email, you should never endeavor to sell them something. It'south simply an opportunity to show your appreciation.


ii. Questionnaire Electronic mail Template

There are several kinds of questionnaires you may transport your customers. From customer satisfaction surveys to demographics to Customer Endeavor Score (CES), each questionnaire offers valuable data to your company. Conducting a survey tin help you lot get into the minds of your customers and make constructive changes to your service experience.

However, it'due south like shooting fish in a barrel for customers to encounter a link to a questionnaire and immediately shut the tab. Entice them into taking the questionnaire by mentioning its briefness or perhaps offer an incentive.Pro tip: Consider using one of these "thank y'all in advance" alternatives for a more than polite approach.


3. Angry Customer Response Email Template

Uh oh. You've got an angry customer, and they desire to leave your business organisation. This could accept happened for a range of reasons. They might even exist angry about external factors and not necessarily your business concern. Remain calm and call up rationally. The worst possible thing you could do is fight fire with fire.

It'southward okay to take some fourth dimension to cool down before typing a response. Don't have their email to centre. Sometimes, a client is and so upset that at that place isn't much damage control you lot tin can practise. The all-time motion is to wave the white flag and move forward.

This template is best used when the customer has indicated that they're taking their business elsewhere. If the customer is complaining but will remain with your business organization, y'all should utilise template #4.


4. Client Complaint Response E-mail Template

Like to an aroused customer, a lament customer is non exactly a ray of sunshine on your workday. They can be almost worse, it seems, than an angry client.

Anger can often exist displaced or without reason, whereas a complaint is typically well-crafted and based on truth. Incidentally, in that location's often a greater opportunity of turning a complaining client into a satisfied one.

Merely as they have probably put a good corporeality of time into writing their email, you, likewise, should practice the same. Information technology'due south of import to remain eloquent and polite, even if the complaint frustrates you lot.


five. Customer Service Follow-up Email Template

When a client reaches out to you for support, that shouldn't exist the beginning and end of your interaction. A customer might non exist expecting a follow-up, merely that'southward what volition make them appreciate it even more.

Plus, information technology also indicates that your visitor is dedicated to non simply sales, but also fostering positive client relationships.


six. Technical Support Email Template

While it'southward more common for customer support engineers to provide technical back up over live chat, phone, or another quicker form of advice, they'll sometimes handle support inquiries over e-mail. Since email is not meant to be an immediate aqueduct for communication, customers may use this method when addressing an issue that isn't urgent.

Email besides allows you to become a lot more information nigh the state of affairs considering customers can take their fourth dimension to write out thorough responses to your questions. Take advantage of this and inquire several in-depth questions in a single e-mail to find a solution every bit quickly as possible.


7. Keep in Bear on Electronic mail Template

Information technology's pitiful to see a customer get — especially 1 who has been loyal to your company for a while. Once you've built a real relationship with a client, the last thing you want to practise is suspension off ties every bit soon as they decide to take a unlike path.

You lot want to show them that, no affair what, yous still care about them and want what's all-time for them. And maybe, but possibly, they'll come up back to you in the future.


eight. Welcome Email Template

Congratulations! You lot've got a new customer or subscriber. There's truly null more exhilarating for a business concern. However, every bit your company's customer base grows larger, be sure not to overlook newcomers.

That's why information technology'south of import to transport welcome emails. This will assistance them get acquainted with your visitor and also evidence them that each and every individual customer matters to y'all. Also, this is a skilful opportunity to shower them with helpful content.


9. Account Director Introduction Email Template

Information technology can be tricky to transport out that first electronic mail as an account director. Your new client has probably been speaking with ane or more other employees at your company and has gotten relatively acquainted with them.

As you lot will be working straight with them from now on, information technology's important to develop an even stronger relationship with them that will continue into the foreseeable futurity.

Get in clear that you will be their straight contact from now on. Y'all can take on a friendly, more comfortable tone. You lot desire them to know that you lot're someone they can trust.


10. Account Manager Transition Electronic mail Template

As much as you might love your company, you may get to the point where information technology's time to move on. Once yous get a task offer that you lot tin can't turn down, it can be difficult to relay information technology to your employer, but even harder to tell your loyal customers.

It'southward essential that you proceed your clients in the loop about this change. Since you have been an integral part of their professional person lives, they should exist notified of your leave. This will help them gear up for the shift, every bit this change will bear on them, too.


xi. Complimentary Trial Email Template

If you notice a prospect who seems interested in your products but fails to make a purchase, don't sweep them under the rug. This is a perfect opportunity to mention a free trial.

Prospects might be curious to learn more than about your products simply nervous to show their cards when they oasis't gotten a gamble to fully interact with your company. By offering a free trial, you're gaining the prospect'southward trust. Additionally, once a customer gets acquainted with a product during a free trial, it's harder to turn information technology down.


12. Renewal Reminder Email Template

So, your customer purchased an almanac subscription to your production? Corking.

However, it's hitting 350 days, and they haven't mentioned any interest in renewing their subscription. Yikes.

That'southward the perfect opportunity to transport a renewal reminder electronic mail. There's a high possibility they simply forgot. Or, it could be that they're on the fence virtually it. Either way, a gentle reminder could steer them in the right management.


xiii. Customer Referral Email Template

Now that yous've built a solid relationship with a customer, it'due south well-nigh time to ask them (nicely) for a referral. If they've had a very positive experience with your company, information technology's natural that they'll want the same for their family, friends, and colleagues in similar fields.

For more than information on this, check this post on how to ask for referrals .


14. Client Review Request Electronic mail Template

If you've worked with a client for a while and helped them reach results with your product or service, you may want to ask them to review your product, service, concern, or you personally.

Reviews aid increase ratings on review sites, which are 1 of the well-nigh trustworthy ways prospects research companies or products earlier making a purchase.

Timing-wise, it might make sense for y'all to transport this email inside a chain you've already started with the customer nigh the good results or a successful projection you collaborated with them on. You lot tin either copy this template straight into a chain, or use the exact wording to offset a new thread from scratch.

If you sell a physical production that your customer personally uses, yous might reach out ten-15 days afterwards the product is delivered to inquire them how it'due south going.


Customer Refund Letter Templates

Here are a few useful client service email templates that you tin can employ for refunds.

15. Refund to Customer E-mail Template

Sadly, some customers are going to return your products.

Don't worry, it's non you. But information technology's also not them. They aren't upset or frustrated like the customers above. They simply don't relish the product or find a proficient apply for it.

For instances like this, information technology's proficient to respond to a refund with an email expressing that in that location are no hard feelings and that y'all hope to do business concern with them again in the future.


16. Product Exchange Email Template

Fortunately, not every unhappy customer will enquire for a refund. Some may regularly purchase your production, so they know that 1 poor feel doesn't stand for your brand.

However, that also means they know what to expect from your production and will still exist upset that it didn't perform upwards to their standards. They won't exist angry enough to churn, just they will expect you to make things right. This is where this alphabetic character comes in handy.


17. Product Disbelieve Email Template

When information technology comes to refunds, not every company has the same policy. Some may not offer production exchanges or full compensation for specific products or services. Others may require proof of purchase to issue a refund and tin can only provide store credit without it.

For these cases, your business concern may offering a modest promotion so the customer will have a discount the next time they shop at your store. It'south not the refund the customer is looking for, but it'due south ameliorate than leaving them empty-handed.


18. Customer Amends Email Template

In some cases, your customer service team won't be able to provide any blazon of refund or disbelieve. This can lead to an awkward or stressful state of affairs with the customer, especially if they experience like your company is in the wrong.

While you should personalize every apology, this message can exist a baseline to work from when y'all demand to have responsibleness for your company's mistakes.


19. Return of Overpayment E-mail Template

Depending on your business model, customers may take to pay for a product or service upfront and are reimbursed afterwards if they paid more than they needed to. This either requires you to send them a check or wire the coin via a direct deposit.

Regardless of how it's transferred, customers will desire to know where this money is coming from. While they'll be happy to accept the return, they'll be dubious of its origin if y'all don't notify them ahead of time. You'll too want to take credit for this refund equally it shows your intention to provide an honest transaction.

For these cases, you tin utilize this alphabetic character to alarm your customers of an overpayment.


twenty. Refund Notification Email Template

At that place are times where customers are eligible for a refund, but merely don't know it. While yous shouldn't be eager for them to return products, information technology'd be dishonest not to notify customers when they qualify to practise so.

This type of proactive customer service builds trust with your customer base and creates a delightful back up experience.

21. Refund Status E-mail Template

To avoid any hiccups in the refund procedure, it'd be helpful to allow your client know the status of their refund once it's en route to their account.

If you'd adopt to refer to your company in the plural class, simply bandy the "I" for "Nosotros."

22. Refund Not Received Email Template

If your client hasn't received a refund and reached out to yous virtually information technology, you should act as if you're responding to a customer complaint: with empathy, sincerity, and clear intentions to resolve the problem.

Most of the time, the delay is on the bank'south end. In this instance, gently remind the customer that a few more than business organisation days may pass before the refund is candy.

23. Out-of-Policy Refund Electronic mail Template

Sometimes, customers reach out for a refund when they're past the date of eligibility.

Yous accept the option of offering shop credit or giving them personalized support for getting the almost out of their new production.

Create a Potent Customer Experience Using Customer Service Email Templates

Using email templates will assist you effortlessly master every email chat and promote strong relationships with your customers. Provide personalized solutions, connect with your customers, and retain their business without needing to write every email from scratch.

The email templates in a higher place will help you create a winning customer service strategy — all while saving fourth dimension and effort for your team.

Editor'due south annotation: This post was originally published in July 2018 and has been updated for comprehensiveness.

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Originally published Jun 11, 2021 v:00:00 PM, updated Apr thirteen 2022