Dealing with Angry Customers in Business Emails

Many times in business, you would have to deal with an angry or dissatisfied customer. This is normal and expected.

The way you handle the situation at the customer service level will greatly determine whether you will convert a dissatisfied customer to a loyal one or completely lose the customer. Sometimes your answer will be positive while your answers could be negative also.

Whatever you do, ensure you stick to the company’s policy and yet make the customer feel that you are on his or her side.

Customer Service Email Examples

Here are five customer service email examples to guide you in responding to customers professionally.

Customer Service Email Example 1: Dissatisfied Purchase Experience

Dear Esteemed Customer,

Thanks for your email to notify us of the difficulties you have been experiencing with our mall recently.

We are very sorry for such destabilizing encounters you have been faced with.  One of our strengths is the way we respond to our customers promptly. Therefore, your recent experience is unjustifiable.

I have discussed with our Sales Director at the Hill Stone Mall, and he has been directed by me to make a complete refund and make a 10% discount on your next purchase. I want to use this opportunity to tell you that I am sorry for the difficulties you have encountered as a result of this problem. It is obvious from this incidence that our assistant sales personnel require adequate training for effective delivery.

Thank you for your understanding. For any other question or request for assistance, you can call me directly on +2348157479837.

Best regards,

Ronald Johnson

Customer Service Manager


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Customer Service Email Example 2: Delay of Customer Delivery

 Dear Mrs. Johnson,

I am very sorry about the difficulty you encountered recently before receiving your last order from us. I understand that those products were required for urgent purposes.

Despite our effort to deliver your order on time using Skynet Express Delivery Service, it’s quite unfortunate that we didn’t meet up with the time allotted for the delivery of those products.

We are very sorry for truncating your plans for these products, and we will do our best to ensure this never happens again. Already, we are discussing with other express courier services to ensure our customers get their orders in time.

We promise to impress you when you make your next order. If you have any other question or need further assistance from me, please feel free to call me directly on +2348157479837.

Sincerely

Arnold Phillip

Customer Service Email Example 3: Dissatisfied With Purchased Journal

Dear Mr. George,

I agree with you that the latest Woculus Reader’s Journal which you ordered got to you but has some missing pages. Despite this publication mishap, you read the journal and kept it with you for at least two weeks.

I am sorry for this printing error on the copy of Woculus Readers’ Journal you purchased. However, I can neither receive the return nor refund you as you demanded. This is because of our company’s policy. We make refunds only for orders whose complaints are received within two weeks of purchase.

We greatly esteem your relationship with our company and are very sorry for the inconveniences you have suffered as a result of the printing errors in the Journals you received from us. It is unfortunate that we cannot exchange the Journal at this time due to our policies and the time it has spent with you.

We promise to offer you the best services possible always. Please accept our apologies and feel free to call me anytime on +2348157479837.

Cordially

Tina Bash

Sales Director

Customer Service Email Example 4: Dissatisfied Purchased Experience

Dear Ms. Edna,

Thank you for taking time out of your busy schedule to write us and express your grievances on how our products and services do not meet up with your expectations.

At Growers United, our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable way to fix their problems without delay.

We will call you in few days to inform you on the methods we have adopted in resolving the issues you have encountered with our products and services recently. Furthermore, we will assess your complaints to deduct measures we can adopt to prevent issues of this nature in subsequent times.

Please accept our sincere apology for the difficulties we have caused you.  Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.

Thank you for your patronage.

Sincerely

Barney Phillip

Sales Manager

Customer Service Email Example 5: Dissatisfied Customer Experience

Dear Mr. Maxwell,

Thank you for your email.

First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.

We also observe some crucial information in your complaint concerning our products and services as well as the degree of our services.

To help us transfer your complaint to the branch concerned, we would be grateful if you could provide us with vital information by filling the form attached to this email.

Once again, we are sorry for the inconveniences we have caused you and we hope to offer you better services in future.

For any questions or further assistance, feel free to call us on +2348157479837.

Best regards

Ann Richardson

Customer Service Director

Conclusion

No matter how angry the customer is, you can always pacify him or her and remain within the boundary of your company’s policy. If you have the customer’s number, it is a good idea to also call the customer to apologize. Read our tips for making good business phone calls.

26 COMMENTS

  1. How to contact an angry and lost customer, some one who is not listening even on the phone. How to convince him, get an appointment.

    • Hi Jason,

      Thank you for your inquiry. To reply an angry and lost customer as you said, I would provide alternative appointment dates for the customer to choose from. Look at the modified customer service email example 3 below:

      Dear Mr. George,

      I agree with you that the latest Woculus Reader’s Journal which you ordered got to you but has some missing pages. Despite this publication mishap, you read the journal and kept it with you for at least two weeks.

      I am sorry for this printing error on the copy of Woculus Readers’ Journal you purchased. However, I can neither receive the return nor refund you as you demanded. This is because of our company’s policy. We make refunds only for orders whose complaints are received within two weeks of purchase.

      We greatly esteem your relationship with our company and are very sorry for the inconveniences you have suffered as a result of the printing errors in the Journals you received from us. It is unfortunate that we cannot exchange the Journal at this time due to our policies and the time it has spent with you.

      However, we are willing to make any other compromise that would make you happy. To achieve this, I would like to have a discussion with you at your office. I would be happy to visit at lunchtime any day between Monday and Friday.

      Which of the days will be convenient for you?.

      Again, please accept our apologies and feel free to call me anytime on +2348157479837.

      Cordially,
      Tina Bash
      Sales Director

  2. How to reply a clients with a joyful message.

    LIke for example

    Clients email:
    Thank you JAY,
    I’m am very happy that i just recieved my BAIT. Is there anything that i can do to help? Would you like me to tell the management to acknowledge you for doing a great customer servicere?

  3. You can reply with a message like:

    You are most welcome! I am so glad you are happy with our customer service. Yes, I would love you to tell the management you enjoyed great customer service at Woculus. Remember to mention my name.

    Cheers!

  4. Hi I need your assist How do I reply to customer who need explaination unhappy abt the exchange products using the current price instead of the amount the she purchased was $30. Due the design that she had is already abt a year.

  5. How to write a business mail to a customer whose outstanding balance is due for last three months and to request him to release the money with immediate affect receiving this email….
    This is for an interview and it’s their rule to make this within 100 to 125 words….please help me….

  6. how can I drop a mail when i am done my job and want to tell client for check this and revert back to me if any issues about my service

  7. How to book an appointment with clients who has stopped doing business with our hotel

    How to win clients who got angry with us due to our poor services rendered to them

  8. hi how can I reply to this sample email.

    To whom it may concern:
    I purchased access to the webinar “12 Steps to Sell Online” on January 20th. I was greatly
    disappointed with the quality of the presentation and the skills of the presenter. The speaker
    was crass, condescending and borderline rude. He assumed those his audience were idiots
    and communicated as much with his off-hand comments. You should really rethink who you
    have present on behalf of your organisation. I am so disgusted that I would not only like a
    refund for this webinar, but I also want to close my Success Labs membership and want a
    refund on that as well.

  9. how do you email a customer to inform them that we are rejecting their return because it has been too long and they have exceeded our warranty

  10. Hello J,

    The example 3 above will be of help in answering complaints about orders that have exceeded their warranty period.
    I have replicated the example below for you:

    Dear Mr. George,

    I agree with you that the latest Woculus Reader’s Journal which you ordered got to you but has some missing pages. Despite this publication mishap, you read the journal and kept it with you for at least two weeks.

    I am sorry for this printing error on the copy of Woculus Readers’ Journal you purchased. However, I can neither receive the return nor refund you as you demanded. This is because of our company’s policy. We make refunds only for orders whose complaints are received within two weeks of purchase.

    We greatly esteem your relationship with our company and are very sorry for the inconveniences you have suffered as a result of the printing errors in the Journals you received from us. It is unfortunate that we cannot exchange the Journal at this time due to our policies and the time it has spent with you.

    We promise to offer you the best services possible always. Please accept our apologies and feel free to call me anytime on +2348157479837.

    Cordially

    Tina Bash

    Sales Director

  11. Hello, how to reply to an angry customer that complains that the voice quality is not good, and we are still working on the quality issues then we will update him once the issue is resolved ???

    What’s the best way to reply as he complains a lot of times and I can’t find more replies ????

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