Good customer service equals a more satisfied customer base. The data backs this up: 83% of customers are more loyal to brands that respond to and resolve their complaints.
So, if a customer sends an angry email, they expect a quick response that solves the problem and reassures them that you’re taking their concerns seriously.
But the thing is, writing responses to these frustrated customers isn’t easy. You have to carefully craft a reply that not only helps ease their worries but also provides the right solution to their problem.
How do you do it?
Simple. Look at some angry customer email examples.
8 templates for angry customer email responses
Check out these email templates to help inspire you to respond to an angry customer.
Delayed orders and extended wait times
Let’s say a customer reaches out to you after experiencing a long delay in receiving their order. They’re using all types of choice words, exclamation marks, and ALL CAPS to tell you how disappointed they are. They even throw in that they’ll no longer buy from your brand again due to the huge inconvenience of waiting a long time for their order to arrive.
Your response:
| Dear [Customer Name], We sincerely apologize for the delay with your recent order. We understand the frustration this causes and are working hard to resolve the issue. To make up for this inconvenience, we’d like to offer you a [discount code/refund/complimentary item]. Your satisfaction is our priority, and we are committed to improving our service. Thank you for your patience. If you have any questions, please contact us at [customer service email/phone]. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Product or service quality issues
A customer angrily emails you about issues with your product. Maybe they feel like the quality isn’t what you claimed it to be. Or, maybe it broke way too easily.
Your response:
| Dear [Customer Name], We are sorry about your recent experience and the issues you’ve encountered with our [product/service]. We take quality seriously and regret that this did not meet your expectations. To resolve this, we’d like to offer a replacement or refund. Your satisfaction is crucial to us, and we’re committed to ensuring this does not happen again. Thank you again for bringing this to our attention. If you need further assistance, please contact us at [customer service phone number/email]. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Here’s another example for good measure:
Technical issues
You run an app, software product, or website. Sometimes, customers are bound to run into issues, whether it’s a mistake on their part or an issue with your service.
Some customers will be patient about it, and some won’t be so patient when reaching out to your company about the problem.
Your response:
| Dear [Customer Name], We apologize for the technical issue you’ve experienced with our [product/service] and for submitting a support request. We understand how frustrating this can be and are here to help resolve it promptly. Please try [specific troubleshooting steps/visit FAQ page/read Knowledge Base]. If the problem persists, we’d be happy to assist you further. As a token of our apology, we’d like to offer you a [discount/refund/complimentary service]. Thank you for your patience and understanding. Please contact us at [customer service phone number/email] for further technical support assistance. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Bad customer service experience
It’s bad when a customer response reaches your inbox to complain about a negative support experience. Their whole reason for coming to one of your customer service team members was to resolve their problem.
So, when a customer has a bad experience with your customer support team and worsens their problem, prepare for a really frustrating email.
Your response:
| Dear [Customer Name], We sincerely apologize for the poor customer service you received. This is not the experience we strive to provide, and we regret any frustration it has caused. We take this issue very seriously and address it internally to ensure it does not happen again. To make up for this, we’d like to offer you a [discount/refund/complimentary service]. Your satisfaction is important to us. Please contact us at [customer service email/phone number] if you have any further concerns. Thank you for bringing this to our attention and for your patience. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Wrong item or incomplete order
Imagine waiting patiently for an order you recently placed. Then, imagine getting the wrong item or not receiving the complete order.
Now, think about it happening to one of your valued customers, and they send a not-so-happy email.
Your response:
| Dear [Customer Name], We sincerely apologize for the error with your recent order. Receiving the wrong item or an incomplete order is frustrating, and we want to do everything we can to resolve the issue. We will immediately [send the correct item/do a product exchange/complete the order] at no additional cost to you. Plus, we’d love to give you a discount or coupon on your next purchase. Please contact us [customer service email/phone number] for further assistance. Thank you for your understanding and patience. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Customer wants an exception
This is a tough one. How do you professionally write a response email to a customer who wants you to make an exception to your company policy?
Your response:
| Dear [Customer Name], Thank you for reaching out to us. We understand your request for an exception to our policy regarding [specific situation/issue]. We strive to accommodate our customers whenever possible and have carefully considered your situation. While our standard policy [briefly explain our policy], we value your loyalty and would like to offer a one-time exception in this instance. We will [explain the specific action you’ll take, such as processing a refund, extending a deadline, etc.]. We hope this resolution meets your needs. Should you have further questions or require additional assistance, please do not hesitate to contact us at [customer service email/phone number]. Thank you for your understanding and patience. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
But what if you just can’t grant the exception?
Your response:
| Dear [Customer Name], Thank you for reaching out to us. We understand your request for an exception to our policy regarding [specific situation/issue] and appreciate your patience while we reviewed your situation. After careful consideration, we regret to inform you that we are unable to grant your request for an exception due to [briefly explain the reason]. We understand this is not the outcome you were hoping for, and we apologize for any inconvenience this may cause. To assist you further, we would like to offer [an alternative solution or a gesture of goodwill, such as a discount, credit, or other form of assistance]. We hope this can help address your needs in some way. Your satisfaction is important to us, and we are here to support you. Please contact us at [customer service email/phone number] if you have any further questions or need additional assistance. Thank you for your understanding and patience. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Negative review
So, a customer leaves a negative review about your brand for all to see on social media. What do you do?
Your response:
| Dear [Customer Name], Thank you for your feedback. We’re sorry to hear about your recent experience and apologize for any inconvenience this may have caused. We take your concerns seriously and are committed to improving. Please contact us at [customer service email/phone number] so we can resolve this matter promptly and restore your confidence in us. Thank you for giving us the opportunity to make this right. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
Overtly negative or aggressive customers
It can be difficult to maintain professionalism and calmness when a customer is being overly aggressive. However, it can be done.
Your response:
| Dear [Customer Name], Thank you for sharing your feedback. We’re sorry to hear about your frustration and apologize for the inconvenience. We take your concerns seriously and are here to help resolve the issue. Please contact us at [customer service email/phone number] so we can address this matter promptly and find a satisfactory solution for you. Thank you for your patience and understanding. Best regards, [Your Name] [Your Position/Department] [Company Name] [Contact Information] |
How to write an angry customer email response template
Here’s how to write a sample email response template for unhappy customers.
Angry customer email structure
Emails responding to angry customers should always include:
- Greeting: Addresses the customer personally, making the customer feel valued.
- Acknowledgement of customer issues: Recognizes the customer’s complaint and shows empathy, which validates their feelings and demonstrates you’re taking customer feedback seriously.
- Apology: Express sincere regret for the inconvenience your business/product/service caused. This helps defuse anger and shows your commitment to offering a great customer experience.
- Explanation (if applicable): Explains what went wrong without any excuses, providing context and transparency, which can help to rebuild trust.
- Solution: Outlines the steps you’re taking to resolve the issue, directly addressing the customer’s anger and concern.
- Further assistance: Invites the customer to reach out if they have additional questions or need more help.
- Thank you: Expresses gratitude for the customer’s patience and understanding, leaving them with a positive impression and showing appreciation.
This email from the Pokemon Center includes all those components. The support agents responsible for the email greet the customer, sincerely apologize for the inconvenience they experienced on the site, state how they understand the customer’s frustration, explain the issue, offer a solution, and express gratitude.
Handling emails this way helps boost customer retention and is a perfect example of how to handle angry customers.
Key components of angry customer email responses
Below are key steps for customizing angry customer email templates.
Personalization
Always address a customer by name when beginning a customer service conversation. This helps your customer service agents create a genuine interaction.
So, double-check every support email to make sure you’re addressing recipients by their first name.
Making a connection
Your customer support representatives should always show empathy in angry customer situations. This is an important part of conflict resolution because it reassures customers that you understand their frustrations and are there to help.
Also, apologize for the inconvenience, and have the customer’s conversation history handy when responding to a complaint. This helps boost customer satisfaction.
If the customer doesn’t respond, send a follow-up email to see if you were able to resolve the issue successfully.
Offer specific solutions or next steps
Address the issue with a tailored solution. Ensure your solution completely addresses the customer’s concerns and satisfies their complaints.
If a complete resolution isn’t possible, offer the next steps to solve the issue. For example, you could provide a partial refund, extend a complimentary service, or replace part of the product to help mitigate the issue.
How to customize a blank email template
When working with a template, you can apply the principles we discussed above for a custom email. This level of automation will help you improve your response times to customer complaints while personalizing your reply to their unique situation.
Personalize
Edit your customer email templates to include the customer’s name or any other personal information.
- Template: “Dear [Customer Name],”
- Custom: “Dear Jennifer,”
Adjust the solution
Modify the offer of resolution or next steps according to the customer’s situation.
- Template: “Thank you for bringing this matter to our attention.”
- Custom: “Thank you for bringing the delayed delivery of your order to our attention.”
- Template: “We can offer you [solution].”
- Custom: “We can offer you a full refund or replacement of the [product name] with expedited shipping for a faster delivery date. Your item should arrive within 3-5 business days.”
Let’s look at an example.
Divorce mediation services in AZ need to know how to navigate customer conflicts. Why? They often deal with emotionally charged situations.
One key strategy is mastering the art of communication through emails. There’s a right and a wrong way to address angry clients. Divorce mediators can improve their communication skills by:
- Examining top examples of emails that defuse tension
- Fostering constructive dialogue
For instance, acknowledge the client’s emotions and concerns upfront. Offer clear and empathetic responses. Finally, provide actionable resolution steps. Personalize each response to reflect the specifics of the case. This approach demonstrates a genuine understanding and commitment to the client’s well-being.
Transform volatile interactions into opportunities to build trust. It’s your job to provide amicable resolutions to improve client satisfaction and outcomes.
In this industry, a positive review from a new customer is highly rewarding.
But an appropriate customer service response to a frustrated client may look like this:
| Dear [Client Name], Thank you for reaching out to us. We recognize that emotions are high, and your concerns are valid. It’s important to us that you feel heard and valued throughout this process. We are committed to addressing your concerns and ensuring that your experience with our services meets your expectations. Please feel free to contact us at your convenience. Your satisfaction and well-being are our top priorities. Thank you for your patience and understanding as we work through this together. Best regards, The Aurit Center for Divorce Mediation Support Team |
This is key to building a positive, long-lasting customer relationship.
Conclusion
Happy customers are loyal customers. But having upset customers is part of doing business. It’s not possible to please everyone. Some customer expectations just can’t be met, no matter how hard you try.
Other times, you might run into issues with your operations that may cause a negative experience for customers.
It happens. Some things aren’t in your control. However, you can control how you respond to these issues, particularly to an angry customer.
Always start with a sincere apology. Then, try these angry customer email examples to level up your customer service game and improve customer loyalty.