Writing an effective email response to angry customer requires a delicate balance of empathy, professionalism, and solution-focused communication. The goal is to acknowledge their frustration while demonstrating your commitment to resolving their issue.
Here are proven strategies for crafting emails that turn angry customers into satisfied ones:
Example 1: Start with Empathy
Customer complaint: "This is unacceptable! I've been trying to reach someone for days!"
Your response: "I'm truly sorry for the frustration this has caused you. I completely understand your anger, and you're absolutely right to be upset. I'm personally taking ownership of this issue and will ensure you receive a response within 2 hours."
Your response: "I'm truly sorry for the frustration this has caused you. I completely understand your anger, and you're absolutely right to be upset. I'm personally taking ownership of this issue and will ensure you receive a response within 2 hours."
Example 2: Take Immediate Action
Customer complaint: "Your product is defective and I want my money back!"
Your response: "I'm deeply sorry that our product didn't meet your expectations. That's not acceptable, and I'm immediately processing your full refund. I'm also sending you a replacement product at no charge and will personally follow up to ensure you're completely satisfied."
Your response: "I'm deeply sorry that our product didn't meet your expectations. That's not acceptable, and I'm immediately processing your full refund. I'm also sending you a replacement product at no charge and will personally follow up to ensure you're completely satisfied."
Example 3: Show Commitment to Improvement
Customer complaint: "Your service is terrible and I'm switching to your competitor!"
Your response: "I'm devastated to hear about your experience, and I completely understand your decision. Your feedback is invaluable to us, and I'm personally sharing this with our management team to ensure we improve. I'd be honored if you'd give us one more chance to prove our commitment to you."
Your response: "I'm devastated to hear about your experience, and I completely understand your decision. Your feedback is invaluable to us, and I'm personally sharing this with our management team to ensure we improve. I'd be honored if you'd give us one more chance to prove our commitment to you."
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If you found this useful, check out Irate customer email response.