22 Customer Service Response Templates To Leave a Good Impression

Good customer service is an essential element for any business. With good customer service, it’s possible to resolve even the angriest consumer complaints with an approach that keeps customers coming back for more in the future.

Taking ownership of problems, apologizing, and a willingness to listen to customers can help your business thrive. But knowing how to respond is the key to avoiding further conflicts.

7 Best Practices When Writing a Customer Service Email

You received an angry email. Now, it’s time to respond appropriately. When you reply, remember to:

Use the Customer’s Name

Start every customer service email with the customer’s name (if you know it). Personalizing the email lets the customer know you’re looking at the right account and are responding to them professionally.

Have the Customer’s Conversation History Handy

Review previous interactions and conversations with the customer if you have access to them. You don’t want to make customers repeat themselves, because doing so could lead to further complaints.

Brush Up on Key Facts About Their Business or Buyer Persona

Think about what the customer expects from your business and what they’ve received so far. Ask yourself what you can do to make their experience better and resolve their problem in a way that actually helps them.

Try to Understand Their Problem

Step into the customer’s shoes. Think about their problem and try to understand where they’re coming from. When you take this approach, you’re more likely to have empathy for what they’re going through, so you won’t feel the need to respond sharply or negatively to a complaining customer.

Offer Specific Solutions or Steps to Resolve the Issue

When possible, offer an apology email with simple solutions or steps to help the customer resolve their problem. Avoid canned responses that don’t provide an active solution.

Anticipate Extra Questions or Concerns

Be proactive in your approach. Brainstorm other questions the customer might have that are linked to the problem they wrote you about. Include a small FAQ or a link to your FAQ page in a follow-up email.

Bring Up Additional Contact Details

Finally, give the customer additional contact information to reach your company by phone, live chat, or other means if email isn’t getting the job done.

How To Respond to Angry Customer Emails

No one likes to receive them, but when customers get frustrated, angry emails will likely land on your customer service team’s desk. While it would be wonderful if all customer emails were calm and collected, pointed out what went wrong, and gave you all the information you need to try to help, the reality is that most aren’t like that. They’re often written off the cuff, and the customers aren’t always receptive to platitudes or emails responding that you can’t do anything for them.

For that reason, it’s important to take angry customer emails as seriously as possible and have a template (or two) you can use to respond graciously.

When you respond to angry customers, you should do the following:

Be Timely With Your Response

The first thing to keep in mind is that your response time matters. No angry customer wants to wait days for a solution to their problem. It’s best to respond within 24 hours, but the sooner, the better.

Apologize for Their Negative Experience

An apology doesn’t mean you’re admitting to doing something wrong, so be willing to give an apology to your customer. A simple apology such as, “I am sorry you had this experience,” is enough to show the customer you care without taking on liability for the issue right away.

Provide a Possible Explanation As to Why Things Might Have Gone Wrong

After you receive an angry email, part of your reply should involve troubleshooting why something went wrong. This isn’t a time for excuses, but it is the time to go over how you and the customer can ensure this kind of problem doesn’t happen again.

For example, you may say, “I’m sorry, [customer name], that doesn’t sound like the kind of service we want to provide. If you get disconnected on a call with [team member] again, please try checking your cellular service and retry the call. It’s also possible your call was accidentally dropped while you were on hold. You can call back [number] to reach an agent directly if that occurs again.”

Reassure the Customer That This Won’t Happen Again

When it’s reasonable to make a promise to your customer, reassure them that the issue they ran into won’t happen again. A simple way to do this is by stating, “We never want our customers to have this kind of experience and will take steps to prevent it from happening in the future.”

Offer Something to the Customer As a Token of Good Faith (Discount, Gift, etc.)

Another way to get on your customer’s good side is by offering them something that will ease their frustration about this issue.

The most common offer is a discount on future services, but a gift or other token can also be beneficial. For instance, some companies will offer to refund a portion of the purchase price if an item arrives with a defect, and others may offer a discount on a future purchase to encourage the customer to shop with them again.

Allow and Answer Any Other Questions the Customer Might Have

After you receive an email from an angry customer, the next step is to answer any and all other questions the customer has for you. Don’t miss anything they wanted to know; review the email carefully to ensure you cover all the bases.

You can provide helpful links to content that cover how to use your products or give the customer a customer service telephone number. Whatever they’re looking for, try your best to provide the easiest, most effective solution in your email.

Follow Up With the Customer

It might not be on the top of your list of things you want to do after a negative interaction, but it’s important to stay connected with your customer following an email response (whether it’s an apology email or another type to respond to a customer complaint). A day or two after your initial response to the customer, follow up with them with an email reply. During this interaction, make sure to use their name and reiterate the response you gave them as a member of the support team in the last email. Ask if you’ve resolved all their questions and concerns, then close the email with information on how to reach you or the company if they have more questions. Thank the customer for their understanding and continued support of the business.

22 Customer Service Response Templates

Get rid of the canned responses, it’s time to give your customers what they want. With these email examples, you’re ready to take care of your customers.

Thank You Email Templates

1. Hey [Customer Name], we’re really glad you’ve got your purchase and reached out with your concerns. Thanks for being patient while we sort things out. We’ll keep you posted!
2. So glad you reached out, [Customer Name]! To help us get started, can you send over your order number and full name? I’ll start working on it right away!
3. Hi [Customer Name], your feedback means a lot to us. We know your time’s important, so if you’ve got more questions or concerns, just let us know.
4. Hey [Customer Name], sorry to hear about the trouble with our product—that’s definitely not what we aim for. Could you send [X] to this email address so we can help?
5. Hi [Customer Name], thanks for reaching out. We’re working on a solution and will update you within [X] business days.

Questionnaire Email Templates

1. Morning, [Customer Name]! Thanks for contacting us—If you have a minute, could you fill out this quick survey? Your feedback helps us get better.
2. Hey [Customer Name], we’d love to hear about your recent experience. You can take a short survey at [Link]—it’s only available for the next 24 hours. Thanks!
3. Hi [Customer Name], thanks for sticking with us over the years! We’d love your thoughts on your recent experience. Please check out [Link] to take the survey within the next 24 hours.

Feedback Appreciation Email Templates

1. Hey [Customer Name], thanks so much for your feedback! As a little thank you, here’s a code for [% off] your next order. Enjoy—from all of us at [Business Name].
2. Hi [Customer Name], we really appreciate your honest feedback. It’s super helpful as we work to improve our products and services for guests like you! Thanks again, and have a great day.
3. Hi there, [Customer Name], thanks for the feedback! If you have more questions or need help, just reply to this email—we’re happy to help.

Angry Customer Response Email Templates

1. Hey [Customer Name], I’m so sorry to hear things didn’t go as expected. Could you send us a pic of the damaged item? We’ll work on getting it fixed ASAP.
2. Hi [Customer Name], I totally understand how frustrating this is—I’d hate to go through it myself. We’re working hard to fix it and will update you in [X days/hours]. Thanks for your patience.

Customer Complaint Response Email Templates

1. Thanks for reaching out, [Customer Name]. Could you give us more details about your experience? We’ll need your [order number, name, etc.] to look into it. Thanks!
2. Hey [Customer Name], I am sorry to hear you weren’t happy with what we sent your way. Our return policy [insert policy link] doesn’t allow refunds, but I’d love to offer [insert token]. Please reply with more details, including your order number and full name, so we can help out.

Customer Service Follow-Up Email Templates

1. Hi [Customer Name], just checking in to see how your recent customer service experience went. Your feedback helps us improve, so if you’re willing, we’d love to hear your thoughts.
2. Hey [Customer Name], thanks again for reaching out about [Concern]. We’re sorry for the trouble and want to make things right. As a thank you, here’s a [Token of Appreciation].

Customer Loyalty Program Email Templates

1. Hey [Customer Name], thanks for being such a valued customer since [Start Date]. We’d love to invite you to join our [Rewards Club Name]. Just follow this [Link]!
2. Hi [Customer Name], we’ve got a new loyalty program that’s completely free and could save you up to [%] on every order…and who doesn’t love saving money? [Click Here] to sign up and start saving.

Technical Support Email Templates

1. Hi [Customer Name], thanks for reaching out to our tech team! We’ll get back to you in 24–48 business hours.
2. Hey [Customer Name], thanks for letting us know about this issue. Can you tell us when it started and if you’ve tried to find any solutions independently? We’re ready to step in!

Keep In Touch Email Templates

1. Hi [Customer Name], we’re sad to see you go. It’s been amazing working with you for [X] years. Let’s stay in touch—feel free to reach out anytime. Best of luck on your next adventure!

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With Podium’s AI Employee, you have an employee who responds to customer emails at any time, day or night. Angry emails get routed to the appropriate customer service agent. Then, follow-up customer support emails go out automatically to ensure your customers get the attention they need to resolve issues they have — every day, every time.

Ready to see how Podium’s AI Employee can help your customer service team? Watch a demo.