How To Respond To An Unhappy Customer Email Template

No thing how much effort you put into customer satisfaction, some things might still get wrong. If you're unlucky, customers volition feel and then frustrated that they'll send y'all a letter of the alphabet or e-mail giving you a piece of their mind. And, yous demand to respond to de-escalate the situation if you can.

This electronic mail is oft difficult to write without getting defensive – only you must resist! To help you identify the best possible response, we built a serial of customer complaint response templates and have provided a few tips so you won't have to start from scratch.

How to write an effective customer complaint response

Overview of email content

This electronic mail should:

Acknowledge the client's frustration . Be understanding, there'southward no point trying to convince a customer they've got this wrong. If you need to point out where they're incorrect to provide a solution, get-go by empathizing with them and go on to say something akin to "This shouldn't normally be happening, so I'd be happy to expect into it" or "Distressing, we've been amiss in communicating nearly this, hither's an updated article you tin check out."
Offer explanations . Simply without sounding defensive. Focus on helping the customer sympathise why something happened instead of refuting their complaint. This could include a reason that was outside of your command or taking full responsibility for a error.
Avert non-apologies . This often happens with brands that give half-hearted apologies and so get slammed for them online. It's like shooting fish in a barrel to fall into this trap, especially if the customer isn't completely justified in their complaint. So, avoid phrases like "We're sorry you experience this way" or "Nosotros apologize if we caused problems." Opt for "Nosotros're sorry we inconvenienced y'all" or "Yous're right, we take full responsibility for what happened."
Propose redeeming actions . If you can provide immediate help on a problem or even offer a disbelieve, coupon, or another benefit to the customer, get alee. It's of import to show your customer that you take their complaint seriously and want to alleviate their concern, only also that yous're actively trying to solve the trouble instead of just apologizing.
Show calmness and respect . Customers aren't always right, but information technology's never a good strategy to antagonize them – don't forget they could well spread the discussion and impairment your make. Staying calm might be difficult if the client is aggressive, so try to step back and wait at the situation considerately (this will be easier to do if you're communicating via electronic mail or live chat, rather than on the phone).

How to employ our template

Any words included in brackets are placeholder text you tin replace with whatever makes the most sense for your business (or remove altogether if information technology doesn't apply to yous).

Experience free to modify this template as you see fit. Insert a touch of personality, but, effort to keep the tone positive and respectful.

Keep your customers happy

Reduce customer complaints and increase satisfaction by providing your customers with every bit much back up every bit possible. Come across how Acquire'south client engagement platform and unified view help you exercise just that.

Sample Template

Here'south a template for a client complaint response alphabetic character yous tin send via electronic mail:

Re: your complaint (we're sorry)

Howdy [Customer proper name], I'thou very lamentable you had this experience. Information technology's e'er of import for us to [mention the requirement the customer referred to]. Nosotros acknowledge that we failed you lot this time by [re-state the customer complaint].

This was likely caused by [add together cursory explanation], but, regardless, nosotros should take handled this ameliorate.

I've passed this on to my team – we'll make sure nosotros use this experience to grow and learn as a team. Thanks for your patience. If you need annihilation else, permit me know if I tin help.

I apologize over again for any inconvenience.

[Your name]

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7 examples of client complaint response templates

The template acts as the starting point for responding to different situations, but you should alter information technology to add a personal touch or whatever relevant data. Nosotros created seven different examples to show how the template tin can be adjusted.

Email template example 1: Customer service complaint

Imagine you receive a complaint nearly a client beingness on hold for a long time while trying to attain client support. This is a situation that might occur ofttimes, and it's also sometimes not your team's fault.

However, the first affair to exercise is to put yourself in the customer'south shoes. Nosotros've all been held up on the phone at some point in our lives and it's not pleasant. So, the best strategy is to be humble and understanding.

Here's the response e-mail you lot could send:

How-do-you-do Lou,

I'yard very deplorable you lot had to get through this experience. It's important for u.s.a. to reply to customers rapidly and efficiently, but nosotros failed you this time. Making you look an hour on hold is unacceptable – I know besides well it's a situation that can ruin your mean solar day.

This was acquired by our recent production launch which created a surge of phone calls and alive chat requests from interested customers. Our team was briefly overwhelmed, but we admit nosotros should have moved faster to observe a solution.

I've passed your thoughts on to my team – we'll make sure we use this experience to abound and learn as a team. Thank you for your patience and I hope your issue was eventually resolved. If not, permit me know if I can assistance in any way.

I repent once again for any inconvenience.

Mara

Electronic mail template example two: Purchasing complaint

This example refers to a situation where something went wrong with the purchasing procedure. This could include a defective item or a delay in delivery.

Permit'due south say for this example that the client is lament their order was delayed. Considering this is the most of import part of customer feel (actually getting what yous paid for), your email should apologize and include a redeeming activity.

Here'southward the response e-mail you lot could send:

Hi Maria,

I'1000 very sorry there was trouble with your order. It'south always important for us to deliver our products speedily and seamlessly. We admit that we failed you this time by delaying your order for two weeks.

This was acquired by some technical issues with our supply concatenation arrangement outside of our control, only nosotros should have made sure at that place was good communication about this on our function.

I've passed this on to my squad – we'll make sure we apply this experience to abound and learn as a squad. As an additional way to repent, we created this exclusive code y'all tin can utilise to get a $10 disbelieve on your next purchase: GTF458926579.

Thank yous for your patience. If you need anything else, let me know if I tin can help.

Lara

Email template example 3: Sales complaint

This complaint may include a miscommunication virtually pricing or commitment costs or a hiccup in the sales process.

Let's say your salespeople misbilled the customer for delivery to their country. In this case, admit the mistake and offer a refund.

Here'due south the response electronic mail you could send:

Hello Mora,

I'grand very sorry yous had this feel. It'due south always important for us to bill our customers properly and we know we failed you this time by charging you lot an extra $fifty for delivery.

I looked into your instance and I ended the overbilling was caused by 1 of our salespeople declining to annals your discount coupon. I made him enlightened of this and I laissez passer on his apologies to you. Here at Meridian, nosotros work with a live and learn mentality and we fully admit our mistakes.

I've arranged for a refund – you lot should be able to run into the corporeality returned to your account in 2-3 business days.

Thank you for your patience. If you lot demand anything else, permit me know if I can help.

Hans

Electronic mail template instance 4: Complaint most lack of a feature or service

Sometimes, customers expect your product or service to have certain characteristics. They might complain near not getting them. In these cases, you tin be both polite and firm and so equally not to heighten whatever false expectations, or reassure the customer that what they're asking for will soon be available.

Let's say that in this example, the customer is request for something you have no plans to add to your service.

Here's the response e-mail you could ship:

Hi Carl,

It's e'er important for us to cater to our customer needs equally much as possible, so I'1000 very sad we couldn't deliver what you expected. We're ever open to improving our services so cheers for bringing this upwards.

Shipping to the Galapagos is not currently in our plans and I wouldn't similar to make a hope we can't keep. I can hope, though, that I will permit our Supply Director know near your asking to aggrandize our services to your new location.

Thank you for your patience. If you demand anything else, allow me know if I tin help.

Charlie

E-mail template case 5: Complaint about an employee

When customers mutter almost a specific employee, the nature of that complaint matters. If the customer claims the employee swore at them, harassed them or was offensive, then proceed your response straightforward. In these cases, investigate the complaint thoroughly and accept disciplinary action immediately.

Simply, how practise you respond if the complaint is less serious? For example, if a salesperson was unwelcomingly pushy? Or if a client service agent couldn't observe a solution for the customer fifty-fifty though they tried? Then, your responsibility is to acknowledge the frustration of the customer just also make certain you openly back up your employee (this is an of import moment to cultivate trust with your colleagues).

Here'due south the response electronic mail you could send:

Howdy Raj,

I'm very sorry yous had this experience with my colleague. We take our professionalism and client-oriented arroyo very seriously, then thank you for speaking out.

I have had a discussion with Beth and we went over your written communication with her. While I admit her style was brusk and she didn't find the solution fast enough, I'k confident she had your all-time interest at centre and she genuinely wanted to help you. She will abound and acquire through experience as we all try to do here at Acme, so she can provide meliorate service next time.

Thank you for your patience and I apologize we inconvenienced yous. If y'all need anything else, permit me know if I can help.

Kamala

Electronic mail template example 6: Complaint about insurance

Insurance is a painful topic for many, especially in the US. The insurance industry is doing its best to amend customer feel and digitize their processes, but some things still get incorrect. Claims get denied, communication or coverage issues arise, and more.

If you're in the insurance industry, let's say for this example the customer is complaining most a homeowner'south insurance merits that got denied. This is one of the rare cases when y'all can afford not to apologize in your response email. Merely, you should still be respectful, and understand the customer'southward plight (without appearing inauthentic).

Hither's the response email you could send:

Keep in heed this template is for reference only. Any legal implications or restrictions take non been deemed for. Neither Larn nor the writer will take any legal responsibility for misuse of this template.

Hi Ms. Jackson,

I'k very pitiful about this situation. Information technology's always of import for united states to keep our customers satisfied and make fair decisions. That's why our claim evaluation processes are strict and nosotros accept into account all details to determine what's the right class of activeness.

We've taken a await at your claim and it seems our agent followed protocol and our official instructions to appraise information technology. At this signal, nosotros stand by his study.

Even so, I've passed this on to my team and so we tin can expect into it farther – we always want to be 100% sure nosotros've made the correct decision. I can't promise anything, but nosotros volition exercise everything possible to find a solution for you, if there is one.

Cheers for your patience. If yous need annihilation else, let me know if I can assistance.

Kayla

Email template example 7: Complaint about telecom service

Telecom isn't a huge favorite with customers. Information technology's probable yous'll have to handle a lot of complaints from frustrated users.

At this point, the nature of the complaint will shape your response. If the customer is maxim they don't have a good WiFi signal, then you'll probably suit for a technician to check it out. If the customer is saying they think they're paying too much, your approach volition be different. Let'due south say the latter situation applies for our example.

Here's the response email yous could send:

Hi Mr. Jones,

Thanks for your message – it'south always of import for usa to proceed our users happy. Generally, nosotros try to proceed our pricing tied to the quality of our services. Every bit nosotros make improvements and implement better technology for our customers, this will often be reflected in our pricing.

Specifically to your account, you're currently on the month-to-calendar month internet and landline plan. This is our best value package for short-term commitment. However, if you're satisfied with our service, you can get a 15% monthly disbelieve past upgrading to the yearly plan.

Another selection would exist to subscribe to our triple bundle program (internet-landline-mobile). This costs an extra $v per calendar month, but you can compare this amount to what you're already paying for your electric current plan plus your mobile pecker. If our choice is more than cost-effective, I can set y'all upwardly pretty quickly.

Let me know what you call back or if yous have other questions. I'd be happy to bound to a call with you to discuss farther.

Jackie