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.
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.
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.
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.
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.
Customer Service Director
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.
Deciding the right phrase to handle different situations can be very tasking. As a correspondent, you are directly involved in critical day-to-day interactions via email. This makes your ability to craft good email messages, using the perfect phrases and clauses, tangential to your business success.
There is a book by Meryl Runion that will help you to a great extent:
Perfect Phrases for Office Professionals: Hundreds of ready-to-use phrases for getting respect, recognition, and results in today’s workplace
Overall, this book will greatly improve your communication skills. It will also help you easily clarify assignments with your manager or projects with your clients as well as guide you in handling the inevitable complaints that sometimes follow sales of products or services.