Discover what, why, and how to automate customer service, without losing the personal touch—nor hefty investments in AI and supercomputers. In the meantime, your best bet for speeding this up would probably be to use canned replies. We call them canned replies. The most common way of doing this is by literally repeating the question to verify if you understood correctly. In this post, I will take you through a few good-to-know rules of writing customer service emails, along with templates you can use: Something like: “Could you share a bit more information with me so that we can get to the bottom of this? Mercer is contributing writer at Kayako. Here are all five templates in an easy to read (and copy) slide deck. No matter the underlying reason, how you deal with it determines the ultimate resolution. Why? I just added you to the list for follow up, so as soon as we do have news regarding mass replies we’ll be sure to reach out. We are very sorry for any inconvenience that this might cause. It’s also possible that they are angry because they may feel “stupid” for missing something that was probably written on the site. 3. Angry Customer Response Email Template. If you’d like to create and start sending your own templates through Groove’s canned replies (I’ll show you what that looks like below), you can kick off a free 15-day trial of Groove here! Earlier you said that I could fix the problem by doing one thing, now you’re saying that I have to do something else? I’m so sorry, I definitely understand your concern and I’m escalating your issue so that someone can take a closer look at what’s going on right away. Remain calm and get more information before diving into a response. Be careful not to acquiesce to angry customer’s demands without fully understanding their problem. Try out canned replies for yourself by signing up for a free trial of Groove, Here are all five templates in an easy to read (and copy) slide deck. Discounts can be a great way to satisfy customers after a bad experience or entice them to buy again. Although the customer service email templates we shared today cover very specific situations, the concepts in them (empathy, sharing information, promising resolutions) can be applied to just about every support situation. This could have happened for a range of reasons. Engaging customers and satisfactorily solving problems in an email, however, can be a challenge. For more example of words and phrases to avoid when talking to customers – angry or not – read our article: 15 Things a Call Centre Agent Should Never Say (But Many Do) Originally published on 5th September 2012. How can you guys get away with this!?!?”. As a follow up to our first email template blog post, we've created five more email templates to help you respond to difficult client situations. I’ll probably just stop using this product.”. Customer service experience goes beyond call centers and emails. That's why we've prepared these 18 customer service email templates. Here’s an example: “I can’t believe that you billed me without letting me know ahead of time! Win-win. Hi [customer], I am extremely sorry that you had such a terrible experience with us. You can never be quite sure whether what you say is going to solve or exacerbate the issue. Saying yes all the time sends the message that your customers should rely on you for every little thing. This might be the one that goes viral on social media. A good way to do this is to say: “Thanks so much for emailing about this—I’m sorry to hear that you were caught off guard by our billing.”. There will be certain times when a customer is so angry, it is clear that there is little opportunity to try and remedy the situation directly. Acknowledging that you heard what they are saying and understand what they are going through can help to bring both of you back to a solid playing field. Learn how to successfully manage angry customers with a 5-step process from Copper’s Director of Customer Success. Customer Success Manager @Groove. And while it’s important to pay particular attention to challenging situations first, there are many typical examples of good customer service … This will cost you time and money. In certain circumstances though, discounts simply don’t make sense. Sadly, while customers expect an immediate response to support requests (even if that’s just a friendly note saying it’s been received), the majority of businesses fail on this front. Go for it. They can make me both angry and frustrated. … The next time you face irate customer, you’ll know what to do. 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