Customer Service Letter Examples: Email Template & Resources
What's Needed To Help Establish and Effectively Manage You Customer Service Engagements.
Templates addressing common customer service situations, issues, and potential responses.
We Received Your Message
Thank you for contacting (NAME OF COMPANY). Your message is important to us. This is a quick note to let you know that we’ve received your message and we will respond (YOUR RESPONSE TIME, for example, in one business day).
In the meantime, please visit our FAQ page to see if the information you need can be found there.
Refund Request Response
Thank you for reaching out to us. I understand that you’re looking for a refund on your purchase of (PRODUCT OR SERVICE HERE). I’m very sorry to hear that. Is there anything that we can do to solve the issue?
We’re happy to issue a refund, however would you mind taking a minute to let us know why (NAME OF PRODUCT OR SERVICE) isn’t working out for you?
Your information helps us improve and provide you with the best experience possible.
Refund Period Expired Response
Thank you for your message. I’m sorry that you’re unhappy with (NAME OF PRODUCTOR SERVICE). Our records indicate that you purchased (NAME OF PRODUCT) on (DATE THE PURCHASE WAS MADE). Our refund policy (LINK TO POLICY) is to offer a refund on or before (YOUR REFUND POLICY DAYS). Unfortunately, your request is beyond our policy limits.
Is there anything that we can do to resolve the issue and improve satisfaction with(NAME OF PRODUCT)? Let us know why (NAME OF PRODUCT OR SERVICE) isn’t working out for you. Your information helps us improve and provide you with the best experience possible.
(Note: Consider making an offer here. You might offer a discount on a future purchase or a free consultation.)
Angry Customer Response
We’re so sorry for your frustration. We understand that (insert problem] isn’t what you had in mind when working with us/buying (NAME OF PRODUCT).
We’re looking into the problem right now and will get back to you within (TIMEFRAME, for example 24 hours) with a potential solution.
You are important to us. We’re working hard to resolve this issue.
Follow Up to a Customer Who Hasn’t Responded:
How are you? I’m checking in to see if you have any questions regarding our previous conversation regarding (SUBJECT OR PROBLEM BEING RESOLVED).
We value your business and are dedicated to providing you with the best (PRODUCT, SERVICE, EXPERIENCE). If you still need help, please respond to this ticket or contact us at (PHONE NUMBER OR EMAIL ADDRESS IF AVAILABLE).
Frustrated Customer – No Reply Response
I’m really sorry about the (ISSUE). You’re right. It shouldn’t have happened. I completely understand how frustrated you are. I’d be frustrated too.
We’re taking care of this right now and the problem will be resolved in (TIMEFRAME, LIKE 30 MINUTES).
I will email you, (OR CALL YOU) personally to let you know it’s been taken care of. Please do not hesitate to reach out to me at (PHONE OR EMAIL). Again, I am sorry for this.
YOUR NAME HERE
Template to Address Tech Issues with Downloads
Thank you for your (INTEREST/PURCHASE). I’m sorry for the technical difficulties you’re having. It’s frustrating when you cannot download or access your files. Please follow the following steps to (DOWNLOAD ISSUE)
Insert the step-by-step bullet point
• Instructions to fix the download issue the person is having.
• For example, browser cache issue, • downloading PDFs, MS Word documents,
• mp3s, zip folders, or loading slide shows.
If you’re still having difficulties, please contact us (BY PHONE, EMAIL, TICKET SYSTEM), and we’ll get the issue resolved.
Reply to Request for Discount
Thank you for your interest in (OUR SERVICES/PRODUCTS). We take great pride in providing (SOLUTION TO PROBLEM THAT YOU SOLVE OR ACCOLADE), for example, “the highest rated coaching membership site for entrepreneurs”).
We would love to be able to provide you with a discount on (PRODUCT/MEMBERSHIP/SERVICES). It’s our policy to:
Define/describe your discount policy.
For example, do you only provide volume discounts? If so What is the quantity they must purchase to receive the discount? And what is the discount?
If you don’t offer discounts, state that policy followed by a statement that keeps the prospect engaged. For example, “I’m certain that once you try us out, you’ll see the value. If not, we do offer a (GUARANTEE POLICY HERE IF APPLICABLE).”
I’d love to answer any questions that you might have or talk with you about potential solutions. Please feel free to (EMAIL OR CALL ME) at (PHONE OR EMAIL ADDRESS).
Feature Request Reply
Thank you very much for taking the time to share your ideas with us. We are always looking for ways to improve and we value your thoughts.
We can certainly see why (FEATURE REQUEST) would add value to the
(PRODUCT/SERVICE/MEMBERSHIP). However, (REASON WHY IT WOULDN’T
WORK. For example, that feature may cause the product to be more expensive for the majority of our customers).
I’d love to speak with you to help you get the most value from
(PRODUCT/SERVICE/MEMBERSHIP). Please feel free to contact me at (PHONE OR EMAIL ADDRESS) so we can discuss this personally. Or reply to this email and we’ll set up a time.
It’s a wonderful suggestion and one that we’re currently working on. (IF YOU HAVE A
LAUNCH DATE FOR THIS FEATURE, CONSIDER ADDING IT SO THE PERSON STAYS ENGAGED AND KNOWS THAT YOU’RE BEING GENUINE). Please continue to reach out to us with your thoughts and ideas.
My name is (Your Name) and I’m the owner of (YOUR COMPANY NAME). I’m writing to invite you to (PROMOTE A PRODUCT, GUEST BLOG, JV, OR TO DO A FAVOR LIKE RESPOND TO A FEW QUESTIONS).
We’re (SHARE A FEW THINGS ABOUT YOUR COMPANY AND WHAT YOU DO). Our (PRODUCTS / SERVICES) support your business, what you offer, and provide (YOU/YOUR AUDIENCE) with a potentially valuable opportunity.
(YOUR INVITATION OFFER) could
(Product promotion or JV Offer) create another source of revenue for you while providing a valuable service to your customers
• (guest blog) support you to grow your audience (state the size of your blog traffic/readership).
• (Favor)By helping me learn more about your needs, and in appreciation for your time, I’d like to offer (Coupon/discount/other).
If you’re interested in this opportunity, please let me know. Feel free to respond to this email or you can reach me at (PHONE). I’ll follow up with you (DATE/TIME).
Frustrated Customer – Mailing List Issues
Thank you for reaching out to use and expressing your frustration with (TOO MANY EMAILS/TOO MANY SALES PITCHES). I’m sorry that you feel this way and I can understand your frustration. We get a lot of emails too and it can be difficult to sort through the ones that are actually important and valuable.
At (NAME OF COMPANY), it’s our goal to provide you with (INSIDE
INFORMATION/THE BEST DEALS). You are important to us and we don’t want to lose you. We are going to continue our policy of sending (STATE YOUR POLICY HERE. FOR EXAMPLE, 1 PROMOTIONAL EMAIL EACH WEEK).
Most of our subscribers appreciate the savings and offers we share. We want to make sure you have the advantage and are positioned for success.
**If you have your autoresponder set up this way, invite your subscriber to modify their email preferences. Give them the link and step by step directions on how to change their preferences.
If your autoresponder doesn’t have these features, you can invite them to fill out a short survey asking questions about what types of emails they’d prefer to receive and/or how often they want to receive emails.
We value your input and would appreciate your feedback. Please visit LINK where you’ll find a short survey on email preferences. This information will help us make positive changes that support our subscribers. Again, thank you for taking the time to reach out to us.
Thank you for your email asking (QUESTION THAT THEY ASKED). Unfortunately, I don’t have an answer for you, but I am looking into it right now. I will get back to you within (TIMEFRAME, FOR EXAMPLE 24 HOURS) with an answer to your question.
Thank you for your inquiry regarding (NAME OF PRODUCT/PROMOTION/SERVICE). Unfortunately, that PRODUCT/SERVICE is no longer available.
Perhaps you might be interested in (NAME OF COMPRABLE PRODUCT/SERVICE YOURS OR ANOTHER COMPANY’S – note if you pitch a product that isn’t yours, investigate whether you can earn a referral or commission on it).
Consider listing two to three
Benefits that this comparable product
Or service offers and why it’s a good replacement
You can learn more about PRODUCT/SERVICE at LINK. Again, thank you for your message. Please let me know if you have any additional questions. If you’d like to speak with a customer service representative (EMAIL/CALL) and we can help you choose the best option for your needs.
Well, that is a whole bunch of information and we hope you enjoy our customer service letter examples & templates.