Today, we’re going to share five customer service email templates we use for the most challenging of situations. 1. 15 samples of customer service email templates The templates below contain guidelines on tone and structure appropriate for different scenarios. At this time, we do not offer any discounts or startup pricing plans. This will cost you time and money. Some customer complaints arise because they feel slighted by something you or your company did. For example, would you mind sending me the username associated with your account along with the date that you received the charge? The majority of customer emails are iterations of the same question. I’ll probably just stop using this product.”. Responding to an angry customer via email is very similar to the way you would respond to a negative review. Remain confident in the value of your product, and your customers will follow suit. While sometimes the customer will email back in to let you know that they are upset, more frequently they will comment in your review system. Client's angry. Then, acknowledge their feelings. And you’ll rest easy knowing that there’s nothing incriminating or potentially riot-inducing contained within them. Want to skip directly to the template part? Here’s the kind of response you might get from a customer in this category, I don’t understand what you are telling me. No matter the underlying reason, how you deal with it determines the ultimate resolution. If you have any additional information that you think will help us to assist you, please feel free to reply to this email. If their problems aren’t answered in your knowledge base, use it as an opportunity to improve your content there. In certain circumstances though, discounts simply don’t make sense. Good customer service requires walking on eggshells while solving problems. Or perhaps you won’t let your new customer service agent send a support email without approving it first. Put your personal touch on each one. Feeling really disappointed. Following the right customer service email tips and templates make it far easier. It’s in a positive tone of voice and still delivers value to the customer. Otherwise, could you let me know what steps didn’t work as expected?”, “Once I have a bit more information, I’m happy to help get everything resolved for you.”. Some customers will get agitated as the interaction goes on. Thank you for your email. This type of email expresses dissatisfaction on a particular behavior, product, or service. Responding to an angry customer via email is very similar to the way you would respond to a negative review. We have rectified the underlying problem and you should be up and running again now. She is the support team lead at Trello, a yoga fanatic, and strives to make the world a little bit happier one customer at a time. And you might still have nightmares of opening the inbox to thousands of emails from upset customers asking why the product they pay for isn’t working. “dear email customer, drop dead”? We get it—the smallest thought of admitting that your competitor has something better can be frightening. Based on the language in their email, it seems they feel that you are not listening or have not understood their problem as clearly as you could. For example, would you mind sending me the username associated with your account along with the date that you received the charge? Scenario: When a customer is extremely angry, it can be the most difficult customer to work with because emotions are so high. The right words and phrases to say to an angry customer. Hi [first_name], ... How to Deal With Angry Customers: Examples, Research, and Field-Proven Best Practices. There will be certain times when a customer is so angry, it is clear that there is little opportunity to try and remedy the situation directly. Here’s the problem. Angry Customer Response Email Template. This customer service email template has saved us our fair share of customers: We encountered an issue earlier today that affected a portion of accounts — and unfortunately yours was one of those affected. Since email also takes away our ability to observe the customer’s facial expression or body language, empathizing in your emails is key to figuring out what you need to know so you can resolve the issue and, hopefully, help the customer move away from frustration and anger to a better emotional state. You have a strict no soliciting rule. We believe that Groove delivers so much value and you will feel that the investment pays itself off. How to handle angry ecommerce customers + free email templates. Example support email: “Hi [CUSTOMER NAME], Thank you for your email and for bringing this to our attention. And while it’s important to pay particular attention to challenging situations first, there are many typical examples of good customer service … Customers need to feel secure. If you’d like to create and start sending your own templates through Groove’s canned replies (I’ll show you what that looks like below), you can kick off a free 15-day trial of Groove here! Dig deep to understand and appreciate how the customer feels, and respond appropriately. You won’t send emails that suck. You’re here. All of the examples I’m about to reveal are real email scripts that we use at Groove. Refocus the conversation on the actual problem at hand. You’re reading this cool blog. The best path in this situation is to find a way to sugar coat the refusal in some way. Here’s how to deal with angry customers—including examples, research, and best practices. Keep your cool and don’t let your customer’s anger influence your own behavior. Everything we've learned (and are still learning) about growing a business. This doesn’t mean it’s your job to be the customer’s therapist—it means that if they can tell you are listening and you are going to help, they are more likely to step back from their anger. We assure you that it was shipped from our store intact but was manhandled by the delivery agent. Mercer Smith-Looper – June 22, 2017 – 2 Comments. Include all of the information you have on hand, and connect the dots to show exactly how it affects the customer’s account. Above all, keep them flexible. One of the trickiest obstacles to overcome is deciding on follow-up email samples to use after you get no response. Customer Complaint Response Email Template. The optimal solutions will always keep the customer’s specific language and reactions in mind. If you do end up building that feature in the future, because of the way you handled the issue, you have a strong case to make for that customer to return. No conversations were lost during this time, but please give it a few minutes for them to flow into your inbox. Living through these situations helps to improve customer service skills and anticipate customer needs following an unexpected problem. How can you guys get away with this!?!?”. Real-life examples of customer emails. This is a concise and quick way to reiterate what you perceive as the problem. What if a customer says they’ll flat-out leave if you don’t build what they want you to? Whenever emotions come into play, take “say less” to its ultimate extreme: Just don’t write an email when you’re feeling angry or anxious or sad or ashamed. Assess the urgency of the situation and encourage your support team to get more clarity. The email should mention all the factors with which you are dissatisfied. Some customers will get agitated as the interaction goes on. However sometimes things don’t go as planned. Regarding difficult customer examples, researchers had this to say: “Handling angry customers is a daily task for any customer service rep. Usually the customer does not provide the necessary information about what has happened or isn’t working as expected and so you’ll have to ask for it. As a follow up to our first email template blog post, we've created five more email templates to help you respond to difficult client situations. But why they are angry doesn’t matter; it’s up to you to fix it. There are multiple studies showing about 50% of all emails are misinterpreted. You don’t even let your own employees sell things in the break room. Tap into the time-saving and stress-relieving power of customer service email templates. A follow-up email with more detail customers after a bad experience or entice them to again! 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