There's truly aught worse than an automated, lifeless email from a company. That feeling of sheer disappointment when you read the robotic text is almost heart-wrenching. You expected then much more.

Y'all never desire your customers to feel that way near you. Afterwards cultivating a relationship with them, the concluding thing y'all want is for them to be offended by an impersonal email.

→ Access Now: 50 Customer Service Email Templates [Free Resource]

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

Don't fret, nosotros've got you covered. Below, nosotros'll become over a list of best practices for writing client service emails, a guide for responding to angry messages, and a drove of the all-time customer service email templates for a diversity of scenarios.

Best Practices for Writing Client Service Emails

Though using a customer service email template will make your task much easier, y'all should still follow a few all-time practices.

In fact, the post-obit tips apply especially when you use a pre-written email. They can assistance you personalize your response and so that it doesn't seem canned and strengthens your visitor'southward customer retention strategy.

1. Utilise the customer'due south name.

This is the first step when reaching out or responding to customers. Using their name in the greeting volition make your response feel genuine and targeted specifically to them.

2. Take the client'due south conversation history handy.

When responding to a client complaint or e-mail, it's cardinal to know when and why they've reached out to your company. Have they had this same event in the past? Or take they but been a customer with you for a brusque fourth dimension? This information tin help yous choose the advisable tone for your email — whether profusely apologetic or cheery and helpful.

Additionally, if y'all accept the customer's conversation history, you can personalize any template y'all use by including groundwork information and context.

3. Brush upwardly on central facts nearly their concern or buyer persona.

In a similar vein, skim through the data 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 organization? Do you know why they chose to exercise business organization with you? We recommend collecting this information using CRM software.

4. Attempt to understand their problem inside and out.

When reading over the electronic mail, endeavour to understand the problem they're encountering before crafting a response. If you still need clarity, your response would be the identify to inquire questions.

No matter what, ensure that every electronic mail you send is filled with empathy and understanding — even when the client is angry.

Empathy tin can help you bargain with frustrated customers and decrease the chances that they'll leave you for a competitor. We empathize that this is hard, so below, nosotros'll accept you through a step-past-step guide on how to respond to an angry customer electronic mail.

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How to Respond to an Angry Customer Email

  1. Answer as shortly every bit possible.
  2. Apologize for their negative feel.
  3. Explain what may have gone incorrect.
  4. Provide context for what happened.
  5. Reassure the customer that this won't happen over again.
  6. Offering an incentive, refund, or discount.
  7. Let them to answer with further questions, comments, or concerns.
  8. Follow upward with the customer.

1. Respond as soon every bit possible.

The longer you wait to answer to a client complaint, the more likely it is that they will accept that complaint to a public platform where other consumers can grade opinions about your company. It's best to tackle the problem inside an hour every bit this volition likely keep the conversation going over email and will reduce the chance of a follow-up call.

2. Apologize for their negative experience.

The first line in your response should exist a genuine apology.

No matter how hurtful or unfair their email may seem, information technology's important to recognize that they took the time to craft a complaint because they had such a negative experience with your visitor. As 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 also important to acknowledge your mistakes, taking some responsibility for what your company may accept done wrong. Information technology'southward less about proving a indicate and more about salvaging the relationship with that customer.

In this pace, try to choose a tone that'due south both empathetic and apologetic, merely go far articulate that you lot're also eager to assistance.

three. Explain what may accept gone wrong.

Customers really care about getting articulate explanations and complete solutions for their bug — not just for their own well-beingness but for other customers besides.

They care about not letting the same issue happen to others. Offering the client an explanation for the situation can help them understand that at that place were unexpected factors in play.

If y'all explain to them that the state of affairs was a ane-time event or rare occurrence — like their package getting lost in the mail service or if they're left on agree for an hour — information technology will assistance ease the tension and potentially get them to empathize with your company.

4. Provide context for what happened.

Like we discussed above, it's important to understand where the customer is coming from. Past looking at their history with your company, you're starting out on the same folio in the chat.

Show that you understand the context for the state of affairs so the customer knows that you're aware of the issues they've faced before. You could say something like, "I see that you've had this problem before, a few months agone."This tin aid you provide genuine empathy (and not the fake 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 evangelize the packet on time — information technology's important to reassure the client that you're doing everything possible to forestall this from happening again.

Whether you lot're checking in with your product squad, retraining your sales squad, or revisiting the relationship with your logistics partner, you should indicate to the customer that their angry electronic mail has resulted in company-wide action.

This will reassure them that they won't have this experience once more and thus make information technology less probable that they'll leave you for a competitor.

6. Offering an incentive, refund, or discount.

Offering an incentive is a great selection when a customer'southward complaint is so extreme that you lot fright worse repercussions — or when they specifically demand a refund or free item.

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

If a customer'southward complaint is the event of an error on your end, do as much equally you tin to offering them a reasonable discount or refund when appropriate. If the customer is completely unable to use the buy as a result of the error, information technology's only off-white to offer a full refund.

If an error resulted in an order delay or some other type of minor inconvenience that doesn't bear upon the customer's ability to use the production or service, a small discount tin can buy goodwill with the customer.

If the complaints are the upshot of a company-wide outage or error that impacted hundreds of thousands of customers, you lot may not be able to offering them all a discount or refund. Instead, own your mistake, repent sincerely, and take steps to prevent the problem from happening again.

7. Allow them to respond with further questions, comments, or concerns.

At the stop of the electronic mail, before closing, e'er ask them to let you know if they have whatever more questions, comments, or concerns. You want to bear witness that you lot're still open to farther feedback and it's on them to stop the conversation.

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

8. Follow upwards with the client.

Afterwards leaving the path open up for more questions, it's critical to follow up with the customer and give them a last status on the resolution of their issue.

Whether information technology was a delayed parcel, a product outage, or a bad feel with the website, you desire to reassure the customer that you've finished taking the necessary steps to ensure this doesn't happen again.

For example, if the issue was that the packet was delayed in the post, follow upwardly with them in three days to tell them they should've received the production they ordered. Alternatively, you can check the tracking number and notify them that the package should have been left in their mailbox or on their front end step.

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

All-time Sample Email for Responding to an Angry Customer

Using the tips above, we've written a sample electronic mail that you tin utilise to reply to an aroused email from a customer.

Don't stop here. Below, nosotros've curated a list of the best customer service email templates for every support situation.

The Best Customer Service Email Templates

Let's take a look at some of the best customer service email templates you tin lean on when in a diversity of situations with customers.

Skip to:

  • Cheers Email Template
  • Questionnaire Electronic mail Template
  • Angry Customer Response E-mail Template
  • Client Complaint Response Email Template
  • Customer Service Follow-Up Email Template
  • Technical Support E-mail Template
  • Keep In Touch on E-mail Template
  • Welcome Email Template
  • Account Manager Introduction Electronic mail Template
  • Business relationship Manager Transition Email Template
  • Free Trial Electronic mail Template
  • Renewal Reminder Email Template
  • Customer Referral Email Template
  • Client Review Request Email Template

Customer Refund Letter Templates

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

1. Thank you Email Template

Once in a while, information technology's squeamish to send your customers a lilliputian cheers. After all, your company would be nowhere without the loyalty of your customers. This tin can be sent in several instances: right later they make a purchase, when yous find it's their anniversary with your company, or when they refer another customer.

In a thank you email, you should never try to sell them something. It's merely an opportunity to show your appreciation.


2. Questionnaire Email Template

There are several kinds of questionnaires you may send your customers. From customer satisfaction surveys to demographics to Customer Effort Score (CES), each questionnaire offers valuable information to your company. Conducting a survey can assistance you get into the minds of your customers and make effective changes to your service feel.

However, information technology'southward easy for customers to run across a link to a questionnaire and immediately shut the tab. Entice them into taking the questionnaire by mentioning its briefness or possibly offering an incentive.Pro tip: Consider using i of these "thank y'all in accelerate" alternatives for a more polite approach.


three. Angry Client Response Email Template

Uh oh. You've got an angry client, and they desire to leave your business. This could have happened for a range of reasons. They might even be aroused about external factors and not necessarily your business organization. Remain calm and retrieve rationally. The worst possible matter yous could do is fight fire with burn down.

It's okay to take some time to absurd down before typing a response. Don't take their e-mail to heart. Sometimes, a customer is so upset that there isn't much impairment command you tin practise. The best move is to wave the white flag and motility forward.

This template is all-time used when the client has indicated that they're taking their business elsewhere. If the customer is complaining but will remain with your business organization, you should use template #iv.


4. Client Complaint Response Email Template

Like to an angry customer, a complaining customer is non exactly a ray of sunshine on your workday. They tin can be almost worse, information technology seems, than an angry customer.

Anger can frequently be displaced or without reason, whereas a complaint is typically well-crafted and based on truth. Incidentally, in that location's frequently a greater opportunity of turning a complaining client into a satisfied 1.

Just as they accept probably put a proficient amount of time into writing their e-mail, you, also, should do the same. It's important to remain eloquent and polite, even if the complaint frustrates you.


five. Customer Service Follow-upwardly Email Template

When a client reaches out to y'all for back up, that shouldn't exist the outset and end of your interaction. A customer might not exist expecting a follow-up, but that's what will make them appreciate it even more.

Plus, it as well indicates that your visitor is dedicated to non just sales, but as well fostering positive client relationships.


6. Technical Support Electronic mail Template

While it's more mutual for customer support engineers to provide technical support over live chat, telephone, or another quicker class of communication, they'll sometimes handle back up inquiries over email. Since electronic mail is not meant to exist an firsthand channel for communication, customers may use this method when addressing an issue that isn't urgent.

Electronic mail also allows you to become a lot more information about the situation because customers tin have their time to write out thorough responses to your questions. Have advantage of this and ask several in-depth questions in a single email to find a solution equally chop-chop as possible.


7. Keep in Bear upon Email Template

It'southward sorry to see a customer get — specially one who has been loyal to your company for a while. Once you've built a existent human relationship with a customer, the last thing you want to do is break off ties as before long equally they decide to accept a dissimilar path.

You want to evidence them that, no matter what, you all the same care about them and want what's best for them. And possibly, merely maybe, they'll come up back to you in the future.


8. Welcome Email Template

Congratulations! You've got a new customer or subscriber. There's truly nix more exhilarating for a business concern. However, equally your company'due south customer base grows larger, exist certain not to overlook newcomers.

That'south why it'south important to send welcome emails. This volition help them become acquainted with your company and also show them that each and every individual customer matters to yous. Also, this is a proficient opportunity to shower them with helpful content.


nine. Account Director Introduction Electronic mail Template

It tin exist catchy to send out that first e-mail as an account director. Your new client has probably been speaking with one or more than other employees at your company and has gotten relatively acquainted with them.

Equally you will be working direct with them from at present on, it's of import to develop an fifty-fifty stronger relationship with them that volition continue into the foreseeable future.

Make it clear that yous will be their direct contact from at present on. Y'all can take on a friendly, more than comfy tone. You lot desire them to know that you lot're someone they can trust.


10. Account Manager Transition E-mail Template

As much as you might love your visitor, you lot may go to the bespeak where it's fourth dimension to movement on. One time you lot get a job offer that you tin can't turn down, it tin be difficult to relay it to your employer, but even harder to tell your loyal customers.

It's essential that you keep your clients in the loop about this modify. Since y'all have been an integral function of their professional lives, they should be notified of your leave. This volition help them fix for the shift, as this change volition bear on them, as well.


11. Costless Trial Email Template

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

Prospects might be curious to learn more about your products but nervous to bear witness their cards when they haven't gotten a take a chance to fully interact with your company. By offering a costless trial, you lot're gaining the prospect'south trust. Additionally, once a customer gets acquainted with a product during a costless trial, it's harder to plough information technology down.


12. Renewal Reminder E-mail Template

So, your customer purchased an annual subscription to your product? Great.

Nevertheless, it'southward hitting 350 days, and they oasis't mentioned any interest in renewing their subscription. Yikes.

That's the perfect opportunity to send a renewal reminder electronic mail. There's a loftier 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 direction.


xiii. Customer Referral E-mail Template

At present that you've built a solid relationship with a customer, it'south virtually fourth dimension to ask them (nicely) for a referral. If they've had a very positive experience with your company, it's natural that they'll desire the same for their family, friends, and colleagues in similar fields.

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


14. Customer Review Request Email Template

If you've worked with a customer for a while and helped them achieve results with your production or service, y'all may want to enquire them to review your product, service, business, or you personally.

Reviews assist increase ratings on review sites, which are 1 of the most trustworthy ways prospects inquiry companies or products earlier making a buy.

Timing-wise, it might make sense for y'all to send this email inside a chain you've already started with the customer about the good results or a successful project you collaborated with them on. You can either copy this template direct into a chain, or utilize the exact wording to beginning a new thread from scratch.

If you sell a physical product that your customer personally uses, y'all might reach out 10-15 days after the production is delivered to ask them how information technology's going.


Customer Refund Alphabetic character Templates

Here are a few useful client service e-mail templates that y'all tin utilise for refunds.

15. Refund to Client Email Template

Sadly, some customers are going to return your products.

Don't worry, it'southward not you lot. But it'due south also not them. They aren't upset or frustrated like the customers above. They simply don't enjoy the production or observe a good utilise for it.

For instances like this, information technology's good to respond to a refund with an email expressing that there are no hard feelings and that you hope to exercise business organization with them again in the future.


16. Product Exchange E-mail Template

Fortunately, not every unhappy customer volition inquire for a refund. Some may regularly purchase your product, and then they know that 1 poor experience doesn't represent your brand.

However, that also ways they know what to look from your product and volition all the same exist upset that it didn't perform up to their standards. They won't exist angry enough to churn, only they will wait you to make things right. This is where this letter comes in handy.


17. Product Discount E-mail Template

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

For these cases, your business concern may offer a pocket-sized promotion so the customer volition have a discount the next time they store at your store. It'due south not the refund the customer is looking for, but it'due south better than leaving them empty-handed.


18. Client Amends Electronic mail Template

In some cases, your customer service team won't be able to provide any type of refund or discount. This tin lead to an awkward or stressful situation with the customer, especially if they feel like your visitor is in the wrong.

While yous should personalize every amends, this message can exist a baseline to work from when y'all need to accept responsibility for your company'south mistakes.


19. Return of Overpayment Electronic mail Template

Depending on your business model, customers may have to pay for a product or service upfront and are reimbursed later if they paid more than they needed to. This either requires you lot to send them a cheque or wire the money via a straight eolith.

Regardless of how information technology's transferred, customers volition want 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 you don't notify them ahead of time. Y'all'll also want to take credit for this refund every bit it shows your intention to provide an honest transaction.

For these cases, you lot tin can use this letter to warning your customers of an overpayment.


xx. Refund Notification Email Template

There are times where customers are eligible for a refund, but just don't know information technology. While you shouldn't be eager for them to render products, it'd exist quack not to notify customers when they authorize to do and then.

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

21. Refund Status Email Template

To avert any hiccups in the refund process, it'd be helpful to allow your customer know the status of their refund once it'south en route to their business relationship.

If you'd adopt to refer to your company in the plural grade, simply swap the "I" for "We."

22. Refund Not Received Email Template

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

Near of the time, the delay is on the bank'south end. In this instance, gently remind the customer that a few more concern days may laissez passer before the refund is processed.

23. Out-of-Policy Refund Email Template

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

You accept the selection of offering shop credit or giving them personalized back up for getting the about out of their new product.

Create a Strong Customer Experience Using Client Service Email Templates

Using email templates will assist you lot effortlessly primary every e-mail chat and promote stiff relationships with your customers. Provide personalized solutions, connect with your customers, and retain their business organization without needing to write every email from scratch.

The email templates above will assist you lot create a winning customer service strategy — all while saving time and effort for your squad.

Editor'southward notation: This post was originally published in July 2018 and has been updated for comprehensiveness.

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Originally published Jun xi, 2021 5:00:00 PM, updated April 13 2022