How to respond to unhappy

customers
When replying to an angry customer email, there are a few key points to
remember and include in your message:

 Respond as soon as possible to avoid spreading the negative word-of-

mouth.
 Apologize for the customer’s negative experience, show empathy and
understanding.
 Take responsibility for whatever your company may have done wrong.
 Provide an explanation for the situation, if possible, and ensure it will
not happen again.
 Offer some incentive, a reasonable discount or refund, where
appropriate.
 Encourage the customer to respond with further questions, comments
or concerns.

Customer service email templates

for responding to angry/
complaining customers
Writing an apologetic letter is not an easy task. To handle customer
frustrations and complaints smoothly and effortlessly, you may use the
following email response templates for some of the most common issues
that can occur. Don’t forget to personalize your message. You will not help
your case if you send a generic email to an unhappy client. Using proper and
personalized negative feedback response templates can help soften a rough
situation.
The customer had a poor service
experience

Hi [NAME],
Thank you for reaching out. First, I would like to apologize for your
negative service experience with our tech support team.
I want you to know that your complaint and feedback will give us the
chance to improve and serve our customers better in future, so I’ve
forwarded your complaint to our customer service management team for
further investigation.
I can understand how frustrating it must have been [whatever the
customer experienced]. Although we strive for 100% customer
satisfaction, it’s clear we’ve fallen short in this case, but we’ll do
everything we can to make sure this doesn’t happen again.
I‘m sorry once again for your poor experience. Let me know if you have
any more questions, comments, or concerns.
Best,
[YOUR SIGNATURE]
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The customer is dissatisfied with

the purchase
Hey [NAME],
Thanks for your email. We’re so sorry to know you were disappointed
with our product. Could you please let us know more about why you
weren’t satisfied? We’ll do our best to address your concerns.
If the item arrived damaged in any way or not as described – we would
be happy to send you a replacement as soon as possible. Or, if you
would like to proceed with a refund, then of course we can do that for
you right away.
Please let us know how you would like to proceed and our apologies
once again for your unpleasant experience.
Kind regards,
[YOUR SIGNATURE]
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Handling a delivery delay

Dear [NAME],
I’m so sorry to learn your order hasn’t arrived. I understand how
frustrating this must be for you. We didn’t intend for this to happen,
however, due to some unforeseen circumstances, we are experiencing
some delays.
I’ve tracked your package via [carrier] and it’s currently listed as
[status]. If you’d like to check on its progress, here’s the link you
can use: [link]
Please get in touch with me right away if your package has not arrived
by [date] by responding to this email. Alternatively, you can call me
directly at [number].
Once again, I sincerely apologize for the inconvenience.
Thank you for understanding, [YOUR SIGNATURE]
Copy to clipboard

The customer received the wrong

items

Dear [NAME],
We are very sorry for the mix-up with your order and any inconvenience
it has caused. I know a mistake like this can be very upsetting. We
always try to do our best to get our orders right 100% of the time,
but unfortunately, mistakes can sometimes happen.
We have put your order on priority so the shipment with the correct
items is delivered at the earliest. If you’d like to track the
package, here’s the link you can use: [link]. If you have any
questions in the meantime, feel free to contact me directly.
And we do have one small favor to ask. Could you please return the
unwanted items within the next [number] days? There should be an
adhesive prepaid return label inside the box.
Thanks for your understanding and cooperation, and once again, we
apologize for the error.
Sincerely,
[YOUR SIGNATURE]
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There was no response to the

customer’s previous email

Dear [NAME],
I am sorry for the delay in getting back to you. We are in a tight
schedule right now and this has caused the delay. But I totally
understand your frustration – your email deserved a timely response.
As you requested, we’ve updated your account settings and informed our
tech team about the problem you’re having with your account management
page. Please, get in touch with me directly if you experience any
further issues on our website, I’ll be happy to help.
Once again, our apologies for the delay in response. We’ll continue to
do our best to speed up and improve our customer service delivery.
Regards,
[YOUR SIGNATURE]
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The customer demands an

exception

Dear [NAME],
I’m so sorry to hear that there were unable to meet the return window
for [name of item].
Unfortunately, our company policy clearly states that all returns and
exchanges must be made within 30 days after your item has been
received. For more information, you can read our full return and
exchange policy on our website here: [link].
While we can no longer issue a product exchange, we’d like to make it
up to you by offering 10% off your next purchase. Simply use this
coupon code [CODE] at checkout.
Once again, I apologize for any inconvenience this may have caused.
Please let me know how else I can help.
Best regards,
[YOUR SIGNATURE]
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The customer left a negative

review

Hi [NAME],
Thank you for taking the time to give us your feedback. We’re so sorry
your experience with [COMPANY] didn’t match your expectations. We’d
like to learn more about your specific situation and make things
right, if we can.
If you wouldn’t mind giving us a call at [number], it would be greatly
appreciated. We look forward to speaking with you and working towards
earning back your business.
Regards,
[YOUR SIGNATURE]
Copy to clipboard

The customer is leaving

Dear [NAME],
I am really sorry to hear you are leaving us! As much as we’d love to
regain your trust and keep you as a customer, I completely understand
your frustration and I offer my deepest apologies for any
inconvenience we have caused you.
Please let us know if you have any additional questions, concerns, or
comments, or if we may be of assistance at any point in the future. We
wish you all the best with your business.
Sincerely,
[YOUR SIGNATURE]
Copy to clipboard

Mastering the Art of Handling

Challenging Customers
Handling Customer Complaints: Defusing Frustration | Skillsoft YouTube

summary
Dealing with upset customers is one of the most difficult aspects of customer
service. When a customer is upset, it is important to remind yourself that
they are upset with the situation and not with you. Angry customers often
struggle to be objective, so it is important to diffuse their frustration before
trying to resolve the problem. This can be done by allowing the customer to
vent without interrupting or contradicting them, and responding with
empathy. Listening with an open mind and focusing on the customer helps to
defuse their frustration and allows both parties to work towards an
acceptable solution.

Ready to answer angry customers?

Frequently Asked Questions

 How do you write a customer complaint email?

When composing a complaint email, start politely and professionally.

Explain the issue with relevant details, expressing dissatisfaction
calmly. State your desired resolution (refund, replacement, etc.) and
back it up with any supporting evidence. Close by expressing hope for
swift resolution, offering your contact info, and keeping a copy. If
unsatisfied with the response, consider escalating.
 How do you address a customer service complaint email?

Start by thanking the customer for reaching out and expressing

understanding of their frustration. Once you clearly understand their
complaint, send a professional and prompt response. Provide a
detailed explanation of how you plan to address their concerns and
offer a solution or compensation. Avoid defensive language or blaming
the customer. In some cases, it may be necessary to escalate the issue
to a supervisor or manager for further resolution.
 How do you respond to irate customers on social media?

When responding to irate customers on social media, acknowledge the

customer's frustration, express empathy, offer a genuine apology for
their negative experience, and offer potential solutions. Avoid being
defensive or dismissive, as this can escalate the situation further.
Addressing the customer's concerns publicly on the same social media
platform where the complaint was made can demonstrate
transparency and a commitment to resolving the issue.
 What do you say to an angry customer?

You can try to calm the customer down and ask them questions about
the problem to diagnose and try to solve it. There is nothing wrong
with being nice to your customer.
 How do you tell someone their customer service is bad?

Considering the emotional impact and job satisfaction, feedback on

customer service must be given with empathy and professionalism.
Using specific examples instead of generalizations can make critiques
clear and actionable. Foster an environment of growth and learning by
framing feedback constructively and offering support for improvement.
 What should you not say to an angry customer?

Don’t criticize, blame, or complain. Don’t argue, state the obvious, or

try to correct facts. Don’t use sarcasm. Don’t assume that the
customer’s complaint is based on fact.
 How can you identify an angry customer?

You can tell when a customer is angry by looking out for these five tell-
tale signs: 1. They use foul language (swear words). 2. They are
sarcastic. 3. They use accusatory language. 4. They are
confrontational. 5. They use short, choppy sentences.
 What can you say if you know your customer will not be satisfied with
your answer?

If I suspect that my response may not meet the expectations of the

customer, I would first acknowledge their potential dissatisfaction and
express my willingness to address any concerns they may have. I
would then carefully explain the reasoning behind my answer and
provide any relevant evidence or examples to support it. Additionally, I
would offer to discuss the issue further and explore alternative
perspectives in order to ensure a more satisfactory resolution.
Ultimately, transparency and open communication are key in
managing potential dissatisfaction with my response.
 How do you write an email to a difficult customer?

When emailing a difficult customer, acknowledge their concerns,

maintain professionalism, and propose solutions. Avoid accusatory
language, stay calm, and consider offering compensation as a goodwill
gesture. Close the email positively, thanking them for their business
and reassuring them of your commitment to resolve their issue. The
goal is to be empathetic, professional, and mutually beneficial.