If you’re like me, there’s nothing more disappointing than an automated, robotic, lifeless customer service email from a company.
After cultivating a relationship with customers, the last thing I want is for them to be offended by an impersonal email. Though it'd be ideal to hand-craft every email I send, it can also be time-consuming and inefficient.
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So, how do you write engaging customer service emails?
I’ve got you covered. My name is Rami El-Abidin, and I’m a professional bass player and former HubSpotter. I worked on HubSpot’s Support team from 2015 to 2017, and I’ll be drawing on my customer support experience to bring you the best customer service email insight possible.
Below, we'll go over a list of best practices for writing customer service emails, a guide for responding to angry messages, and a collection of the best customer service email templates for various scenarios.
Best Practices for Writing Customer Service Emails
I’ve worked with thousands of customers over email during my time as a Support Representative at HubSpot. I always did my best to give each response my full attention and personal touch, but sometimes, using an email template to streamline my correspondence with customers made sense.
Having a customer service email template will make your job much easier, but you should still follow best practices to ensure each customer receives the service they deserve.
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50 Free Customer Service Email Templates
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The following tips apply especially when you use a pre-written email. They can help you personalize your response so that it doesn‘t seem canned, which in turn strengthens your company’s customer retention strategy.
1. Use the customer's name.
I always want to make customers feel comfortable and well taken care of.
I’ve found that starting emails with the customer’s name is the first step in creating a genuine customer interaction with a personal touch. This tip is a no-brainer, but that doesn’t mean you can forget about it! I’ve certainly made the mistake of leaving the top of the email as:
Hi [Customer Name],
So don’t be like me, and double-check each email to ensure you’re starting off on the right foot by addressing the customer by name.
2. Have the customer's conversation history handy.
I always want to be prepared, especially when responding to a customer complaint. In my experience, knowing as much of a customer’s history as possible is vital when corresponding via email.
Have they had this same issue in the past? Or have they only been a customer with you for a short time?
This information can help you choose the appropriate tone for your email — whether profusely apologetic or cheery and helpful.
Additionally, if you have the customer's conversation history, you can personalize any template by including background information and context. In my experience, customers appreciate when they can tell you’ve done your homework to understand their past issues and customer support history.
3. Brush up on key facts about their business or buyer persona.
Similarly, I’ve also found it helpful to understand the customer’s business, what they do, and their needs. I spoke with Daniel Gallager, customer relationship manager at IBISWorld, who shared some insight on the importance of doing the homework to understand customers and gain their trust.
“Sigging into a client’s quarterly statements, annual reports, or even blog posts goes further than any generic check-in or marketing email possibly could. Let the client know you researched them with a detailed email, and you’ll differentiate yourself from 75% of their vendors,” he says.
Here are some things to consider when brushing up on customer details: Are they users of your product? Or are they top-level stakeholders in their organization? Do you know why they chose to do business with you?
I’ve discovered that even a cursory understanding of a customer’s organization makes them feel well taken care of and more than just a number.
We recommend collecting this information using CRM software.
4. Try to understand their problem inside and out.
When reading over the email, try to understand the problem a customer is encountering before crafting a response. Then, if you still need clarity, your response would be the place to ask questions.
In my experience as a customer service rep, I always had the most tremendous success when coming from a place of empathy and understanding - especially when dealing with an angry or difficult customer.
Empathy is the key to pleasing frustrated customers and decreasing the chances they‘ll leave you for a competitor.
I know it can be challenging, but keep reading, and I’ll take you through a step-by-step guide to responding to an angry customer email.
5. Use a customer service tool with built-in templates.
A tool with built-in email templates like Service Hub can simplify your customer service email process and make it more effective. With pre-designed and pre-approved templates, you can make sure your customer service emails are clear, consistent, and professional.
Built-in templates have saved me a lot of time and effort. Using built-in templates, your team won't have to search for the right template or copy and paste an outdated template saved in a Drafts folder somewhere.
Templates offer a framework for common scenarios and feature customizable fields for personalization, making it easy to tailor each message to each customer's needs.
6. Offer specific solutions or steps to resolve the issue.
As you personalize your response, be specific about your understanding of the customer problem.
Then, offer clear instructions. Break down complex processes into simple and actionable steps so that the customer can follow along easily.
Pro tip: Use bullet points and numbered lists to outline the sequence of actions required. This makes it easier for a frustrated customer to understand and try your solution.
7. Anticipate extra questions or concerns.
When working with customers, I always want to stay one step ahead. Use what you know about your customer’s pain points and history to anticipate any questions they may have after reading your email.
Add responses to those potential follow-up questions to your email. This will improve the customer experience because they won‘t have to reach out again. It will also show them you’re committed to their satisfaction.
How to Respond to an Angry Customer Email
- Respond as soon as possible.
- Apologize for their negative experience.
- Explain what may have gone wrong.
- Provide context for what happened.
- Reassure the customer that this won't happen again.
- Offer an incentive, refund, or discount.
- Allow them to respond with further questions, comments, or concerns.
- Follow up with the customer.
1. Respond as soon as possible.
Everyone appreciates a timely customer service response. I know I do.
Sometimes, you receive a complicated issue or pointed complaint, and you just want to put it on the back burner while you deal with easier tickets first. Take it from me: that’s not the right move.
The longer you wait to respond to a customer complaint, the more likely they will take it to a public platform where other consumers can form opinions about your company.
It's best to tackle problems within an hour, as this will likely keep the conversation going over email and reduce the chance of a follow-up call.
Even if it was a difficult issue I didn’t have a solution for right away, I would immediately let the customer know I was aware of the problem and looking into it. I succeeded greatly in taking an honest, empathetic, and timely customer service approach.
2. Apologize for their negative experience.
The first line in your response should be a genuine apology.
I’ve received customer emails that felt hurtful and unfair, and it’s no fun. However, I’ve found the key is approaching the situation from a place of empathy. Recognize that the customer had a negative experience with your company, and you’ll be better able to remove ego from the situation and work together to craft a solution.
I reached out to Alexander Watling, a former HubSpotter and current manager of customer success at Coveo, for some insight on the topic.
"Above all, and all the more so in escalated scenarios, remember there's another human on the other end. If you use templates, make the words your own, and speak to that other human who is just trying to do what's best for their company and customers,”
Watling speaks to the humanity at the core of service. We’re all just people trying to do our best, so always keep that in mind and meet your customers accordingly.
It‘s also important to acknowledge your mistakes. I’ve found that taking responsibility for something that went wrong, even if it's not your fault, will go a long way in rebuilding trust with the customer.
When apologizing to a customer, an empathetic, apologetic tone works best. Make it clear to the customer that you are genuinely committed to help, and they will appreciate it.
50 Free Customer Service Email Templates
Templates to communicate price increases, apologies, thanks, and notifications to your customers with sincere, on-brand messaging.
- Price Increase Letter Templates
- Customer Apology Email Templates
- Referral Email Templates
- And More!
3. Explain what may have gone wrong.
Customers care about getting clear explanations and complete solutions for their problems — not just for their own well-being but for other customers as well.
They care about not letting the same issue happen to others. Offering the customer an explanation for the situation can help them understand any unexpected factors in play.
If you explain to them that the situation was a one-time event or rare occurrence — like their package getting lost in the mail — it will help ease the tension and potentially get them to empathize with your company.
4. Provide context for what happened.
Customer interactions don’t happen in a vacuum. You must consider a customer's history with your company, including past support tickets, interactions with CS, and more. Understanding a customer’s history with your company allows you to anticipate their needs and shows them your commitment to providing excellent service.
Demonstrating your understanding of a situation’s context helps strengthen the customer relationship with empathy and understanding. In my experience, saying something like, "I see you ran into this issue a few months ago. “I’m sorry you’re experiencing this again, but we’ll resolve it immediately” goes a long way in building trust and turning a negative customer experience into a positive one.
5. Reassure the customer that this won't happen again.
Sometimes, issues happen, and it isn’t even your fault. Trust me, I’ve been there, and it’s not great. However, as we used to say on my old team, “the buck stops with you.”
It’s your responsibility as a service representative to own all problems that come your way and assure the customer that they won’t happen again.
Let’s say your logistics partner lost a customer’s package. Even though you didn’t physically misplace their package, you are the face of your organization at that moment, and it’s up to you to rebuild trust and assure the customer that your organization is doing everything possible to rectify the situation and prevent it from happening again.
In a difficult situation like the one above, you must clarify to the customer that their negative experience has resulted in company-wide action on their behalf.
This will reassure them that they won‘t have this experience again and thus make it less likely that they’ll leave you for a competitor.
6. Offer an incentive, refund, or discount.
As a former support professional, I’ve encountered customer issues that are so severe that offering a refund, discount, or other incentive is the only option. Of course, this isn’t ideal. However, I think salvaging a damaged customer relationship is worth the financial pain of the incentive.
When customers are reasonable, understanding, and polite during a difficult interaction, I’ve found that offering them a discount as a show of thanks can be an excellent move.
If a complaint stemmed from an error on our end, we did everything possible to rectify the situation and offered incentives where appropriate.
In the case of widespread issues that affect many customers, you may be unable to compensate everyone involved. Instead, own your mistake, apologize sincerely, and take steps to prevent the problem from happening again.
7. Allow them to respond with further questions, comments, or concerns.
Before ending your email, always ask the customer whether they have any more questions, comments, or concerns. You want to show you‘re still open to further feedback, and it’s on them to end the conversation.
I found that most of the time, customers don’t offer much follow-up. However, those who do appreciate the openness and eagerness to serve.
The more opportunities you give a customer to interact with you, the higher the chance their temper will subside, and they will come to respect your company again.
8. Follow up with the customer.
During my time in support, I always followed up with customers with a final status update on their issues. I also found that expressing gratitude was always a great option when wrapping up a service interaction, especially if it was difficult.
No matter the issue, your goal should be to reassure the customer that you‘ve finished taking the necessary steps to ensure it won’t happen again. You also want to show them your appreciation for being a customer and working through a tough situation with you.
I believe that customers want to feel understood and heard, not like a number in a spreadsheet. Following up with customers after you’ve resolved their issues is an excellent way to show your commitment to their success with your company. My goal has always been to show customers that I care about them and their problems and not just about closing their tickets.
Best Sample Email for Responding to an Angry Customer
Using the tips above, we've written a sample email that you can use to respond to an angry email from a customer.
Hi [Customer],
I‘m so sorry that you had a negative experience with [product, service, or company department]. I’ve looked into the issue, and it seems that [briefly explain the reason for their bad experience, if applicable].
I‘ve forwarded this issue to [head of the appropriate department], our [person’s job title]. In the meantime, I'd like to offer a [discount/refund] for the inconvenience and will be checking in with you in a few days to update you on the status of [issue].
Once more, I sincerely apologize for the inconvenience. Please let me know if I can answer any questions, and I'd be happy to help!
Best,
[Your name]
Sample Email Reply to Customer Complaint
We've also written a sample email that you can use to respond to a customer complaint.
Hi [Customer],
I sincerely apologize for your negative experience with our [product/service/company department]. Here at [your company], customer satisfaction is of the utmost importance, and we genuinely regret falling short of that expectation in [brief description of customer issue].
I understand how frustrating it is to face this problem and how your business is affected. I’ve dug into the issue and discovered that [explanation of the reason behind customer’s negative experience]. I can assure you that this issue will not happen again. I’ve already alerted [head of the appropriate department], and our team is working to ensure that you and other customers won't experience this problem in the future.
Thank you for your patience in this matter. As a token of our appreciation, here is an exclusive [discount code or other incentive] you can apply to your next purchase:
[Discount Code or Offer]
Once again, I sincerely apologize for the inconvenience this issue has caused you. I’ll be checking in with you in a few days to update you on the status of [the issue]. If you have further questions, please do not hesitate to reach out. I’m happy to help in any way that I can!
Best,
[Your name]
Don‘t stop here. Below, we’ve curated a list of the best customer service email templates for every support situation.
Download Now: 50 Customer Service Email Templates
The Best Customer Service Email Templates
Let's take a look at some of the best customer service email templates you can lean on when in various situations with customers.
Customer Service Response Templates
- Thank You Email Template
- Questionnaire Email Template
- Feedback Appreciation Email Template
- Angry Customer Response Email Template
- Customer Complaint Response Email Template
- Customer Service Follow-Up Email Template
- Customer Loyalty Program Email Template
- Technical Support Email Template
- Keep In Touch Email Template
- Customer Birthday Email Template
- Account Manager Introduction Email Template
- Account Manager Transition Email Template
- Product Update Announcement Email Template
- Free Trial Email Template
- Renewal Reminder Email Template
- Customer Referral Email Template
- Customer Onboarding Email Template
- Customer Data Privacy Notification Email Template
- Service Disruption Notification Email Template
- Broken Product or Service Email Template
- Service Upgrade Notification Email Template
- Customer Review Request Email Template
Customer Refund Letter Templates
- Refund to Customer Email Template
- Product Exchange Email Template
- Product Discount Email Template
- Customer Apology Email Template
- Account Termination Email Template
- Return of Overpayment Email Template
- Refund Notification Email Template
- Refund Status Email Template
- Refund Not Received Email Template
- Out-of-Policy Refund Email Template
50 Free Customer Service Email Templates
Templates to communicate price increases, apologies, thanks, and notifications to your customers with sincere, on-brand messaging.
- Price Increase Letter Templates
- Customer Apology Email Templates
- Referral Email Templates
- And More!
1. Thank You Email Template
Once in a while, it's nice to send your customers a little thank you. After all, your company would be nowhere without the loyalty of your customers.
You can send this email in several instances. For instance, right after they make a purchase, when you notice it's their anniversary with your company, or when they refer another customer.
You should never try to sell them something in a thank you email. It's simply an opportunity to show your appreciation.
Hi [Customer],
Thank you so much for referring your friend [Friend‘s name] to us. I’ve enjoyed getting to know them and doing business with them. I‘m glad that you’ve stuck around with us for this long and brought your friend to share the experience with you.
We‘re lucky to have you. Thanks again for being such a fantastic customer! As a token of our appreciation, here’s a [coupon/discount] for you to enjoy.
Cheers,
[Your name]
2. Questionnaire Email Template
There are several kinds of questionnaires you may send your customers. Each questionnaire offers valuable data to your company, from customer satisfaction surveys to demographics to Customer Effort Score (CES).
Conducting a survey can help you get into the minds of your customers and make effective changes to your service experience.
But it's easy for customers to see a link to a questionnaire and immediately close the tab. So, entice them into taking the questionnaire by mentioning its briefness or perhaps offering an incentive.
Pro tip: Consider using one of these "thank you in advance" alternatives for a more polite approach.
Hey [Customer],
Thanks for your recent purchase with us! I hope you're enjoying your [product/service].
I‘d love to hear more about your experience working with our team. So please fill out the following survey and give us your honest feedback. I promise it’s short, and it‘ll help improve customers’ experiences in the future.
I know your time is valuable, and I appreciate your attention.
Thanks,
[Your name]
<< Attach questionnaire >>
3. Feedback Appreciation Email Template
If your customers take the time to respond to your questionnaire, then the least you can do is appreciate them. A quick thank you email can make them happy and foster stronger customer relationships.
Here’s an email template you can use:
Hi [Customer Name],
Thank you so much for taking the time to fill out our questionnaire. We’re always looking to improve the quality of our offerings, and we’re happy that you’re a part of that.
Thanks again,
[Your Brand/Service]
4. Angry Customer Response Email Template
Uh oh. You've got an angry customer, and they want to leave your business. This could have happened for a range of reasons. They might even be mad about external factors and not necessarily your business.
Stay calm and think rationally. The worst possible thing you could do is fight fire with fire.
It‘s okay to take some time to cool down before typing a response. But, don’t take their email to heart. Sometimes, a customer is so upset that there isn't much damage control you can do. The best move is to wave the white flag and move forward.
This template is best used when the customer has indicated that they're taking their business elsewhere. If the customer is complaining but will remain with your business, you should use template #5.
[Customer],
I am so sorry to hear that you have had such a poor experience that you no longer want to work with us.
Customer satisfaction is always a number one priority for us. I‘m deeply sorry that that wasn’t clearly demonstrated to you.
As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with your business, and I wish you all the best.
Let me know if you have any more questions, comments, or concerns.
Best,
[Your name]
5. Customer Complaint Response Email Template
Like an angry customer, a complaining customer isn’t exactly a ray of sunshine on your workday. Sometimes they can be almost worse than an angry customer.
Anger can often be displaced or without reason, while a complaint is typically well-crafted and based on truth. Incidentally, there's usually a more significant opportunity of turning a complaining customer into a satisfied one.
Just as they have probably put a reasonable amount of time into writing their email, you, too, should do the same. It's essential to remain eloquent and polite, even if the complaint frustrates you.
[Customer],
I am so sorry to hear that [provide a summary of their bad experience]. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate department.
We are prioritizing resolving [the issue they faced with your product, company, or service]. Our team is jumping on that problem right away, and I will let you know as soon as it's fixed.
I appreciate you letting me know about your negative experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way we may have inconvenienced you.
Let me know if you have any more questions, comments, or concerns.
Best,
[Your name]
50 Free Customer Service Email Templates
Templates to communicate price increases, apologies, thanks, and notifications to your customers with sincere, on-brand messaging.
- Price Increase Letter Templates
- Customer Apology Email Templates
- Referral Email Templates
- And More!
6. Customer Service Follow-up Email Template
When a customer reaches out to you for support, that shouldn‘t be the beginning and end of your interaction. A customer might not be expecting a follow-up, but that’s what will make them appreciate it even more.
Plus, it also shows your company is dedicated to fostering positive customer relationships, not just sales.
Hey [Customer],
I hope you're enjoying your new product. I remember you were torn between two versions, but I firmly believe you went with the perfect choice for you.
If you‘re interested, I’d love to hear more about how you‘re liking the product. Let me know some pros and cons and if there’s any way I can be of assistance to guide you through this process. I'm here for whatever you need and look forward to hearing from you soon.
Cheers,
[Your name]
7. Customer Loyalty Program Email Template
Every time you send an email to a customer you have a chance to build customer trust. Customer loyalty emails take the relationship one step further by sharing the benefits of your loyalty program.
Use this email to explain how the program works, the rewards they can earn, and any exclusive perks or discounts available. This email can boost repeat business, and deepen customer relationships with your brand.
Hi [Customer],
Thank you.
We mean it. Thank you!
When reflecting on the past year, we just wanted to take a moment to let you know how much your business truly means to us. To thank you for your continued loyalty, we wanted to let you know about an exciting opportunity.
Introducing our exclusive [Rewards Club] — a program designed to reward customers like you who have been with us every step of the way. As a member of our [Rewards Club], you'll enjoy a range of benefits, including:
- [List key benefits and perks of the loyalty program]
To show our appreciation, we would like to invite you to join the [Rewards Club] as a VIP member. As a VIP member, you'll receive extra benefits such as [special offers, early access to new products, etc.].
To join, just click on the link below and follow the easy registration process. It only takes a minute!
[Include a link/button to join the loyalty program]
We would not be half the company we are today without your trust and support. If you have any questions or need assistance, please don‘t hesitate to contact us. We’re here to help!
Here’s to another great year,
[Your name]
8. Technical Support Email Template
While it‘s more common for customer support engineers to provide technical support over live chat, phone, or another quicker form of communication, they’ll sometimes handle support inquiries over email.
Since email is not meant to be an immediate channel for communication, customers may use this method when addressing an issue that isn't urgent.
Email also allows you to get a lot more information about the situation because customers can take their time to write out thorough responses to your questions. Take advantage of this and ask several in-depth questions in a single email to find a solution as quickly as possible.
Hey [Customer],
Thanks for reaching out! I'd be more than happy to help you.
Before we dive in, can you give me a little more context on the situation? When did this issue begin happening? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?
These questions will help me find a more personalized solution to your problem.
Thanks,
[Your name]
9. Keep in Touch Email Template
It‘s sad to see a customer go — especially one who has been loyal to your company for a while. Once you’ve built a real relationship with a customer, the last thing you want to do is break off ties as soon as they decide to take a different path.
You want to show them that, no matter what, you still care about them and want what‘s best for them. And maybe, just maybe, they’ll come back to you in the future.
Hey [Customer],
I‘m sorry to see you go. Doing business with you in the past [amount of years they’ve been with you] has been great. I‘ve learned so much from you and have made several updates to our products based on your thorough, thoughtful feedback. I appreciate everything you’ve done to make our company the best it can be.
As you set onto a new path, don‘t forget about us! I’d love to hear about your successes in the future and the exciting growth your company inevitably will have.
Please keep in touch. Good luck with everything!
Cheers,
[Your name]
10. Customer Birthday Email Template
Another great way to create a positive connection with your customers is celebrating their birthday. Personalized birthday wishes, offers, or discounts are a powerful show of appreciation. It can also encourage repeat purchases during their birthday month.
Hi [Customer],
The team at [Company Name] wants to wish you the happiest of birthdays. We hope your day is filled with joy, laughter, and bright memories.
To add something special to your day, we'd like to treat you to a [discount/gift].
[Include details of the offer or gift, along with any redemption instructions.]
Again, happy birthday! We‘re grateful to have you as a customer. And if there’s anything we can do to make your day even better, don't hesitate to let us know.
Cheers,
[Your name]
11. Account Manager Introduction Email Template
It can be tricky to send out that first email as an account manager. Your new client has probably been speaking with one or more other employees at your company and has gotten relatively acquainted with them.
As you will be working directly with them from now on, it's essential to develop an even stronger relationship with them that will continue into the foreseeable future.
Make it clear that you will be their direct contact from now on. Then, you can take on a friendly, more comfortable tone. You want them to know that you're someone they can trust.
Hey [Customer],
I‘m [Your name], and I’m very excited to be your new Account Manager at [Your company]! I‘ve heard great things about you from my teammates, and I’m hoping they've said some good things about me, too.
My role will be to guide you through anything you need. If you ever have questions, run into problems, consider an upgrade, or anything at all, I‘m the one for the job. We will be working closely together, and I’ll be helping you navigate your new product.
I'm looking forward to meeting you. Do you have a few minutes this week to chat?
Cheers,
[Your name]
12. Account Manager Transition Email Template
As much as you might love your company, you may get to the point where it‘s time to move on. Once you get a job offer that you can’t refuse, it can be challenging to relay it to your employer but even harder to tell your loyal customers.
Since you have been an integral part of their professional lives, you need to notify your clients of the change. Doing so will help them prepare for the shift, as this change will affect them, too.
Dear [Customer],
After eight incredible years at [Your company], I‘m excited to inform you that I have just accepted an offer to move on to [New company]. This new role will be an essential player in advancing my career, and I couldn’t feel more grateful for the opportunity.
However, that means that I will no longer be your Account Manager here. I have enjoyed watching you grow and cheering on your successes. Working with you has taught me so much, and I will carry this knowledge on to this next chapter in my life.
Luckily, I have an incredible replacement for you. [Replacement's name] is an outstanding Account Manager and a dear friend of mine. [She/he/they] has been working here for [amount of years] and has a lot to show for it. I genuinely believe you two will get along well and that [she/he/they] will be a huge support for you.
They will be emailing you in the next couple of days with a warm greeting and plans for you to meet. I'm looking forward to hearing all about it.
Thank you again for being a great client for [amount of years]. I wish you all the best!
Thanks,
[Your name]
13. Product Update Announcement Email Template
Sharing important information about new products, updates, and features is exciting for a business. This template helps you communicate the latest developments and improvements to your customers. These emails can build trust and boost engagement with your products.
Dear [Customer],
We hope this email finds you well! We‘re writing to share some exciting news with you — we’ve just launched a new update for [Product Name].
This update includes enhancements and exciting features that we know you‘ll love like [highlighted feature]. We’ve listened to your feedback and worked hard to make [Product Name] even better.
To learn more and how to make the most of this update, we've created [this comprehensive guide].
Thank you for joining us on this journey. We‘re excited to bring you more updates in the future. Until then, if you have any questions or need support, don’t hesitate to get in touch with our customer success team.
Best,
[Your name]
14. Free Trial Email Template
If you notice a prospect who seems interested in your products but fails to make a purchase, don't sweep them under the rug. This is a perfect opportunity to mention a free trial.
Prospects might be curious to learn more about your products but nervous to show their cards when they haven‘t gotten a chance to interact with your company thoroughly. By offering a free trial, you’re gaining the prospect‘s trust. Additionally, once a customer gets acquainted with a product during a free trial, it’s harder to turn it down.
Hi [Prospect],
I noticed that you seemed interested in [product name] on our website. If you have any questions, please feel free to reach out. I'd be happy to guide you through the different options.
If you‘re interested, I want to extend an offer for a free trial, as it can be tough to commit to a product from a mere description. Our free trial lasts 30 days and lets you navigate all premium features. It’s a great chance to see which product is right for you and how much it can benefit you and your clients.
If you're interested, email me back or give me a call. I can talk you through all the details and get you set up.
Cheers,
[Your name]
15. Renewal Reminder Email Template
So, your customer purchased an annual subscription to your product? Great.
But it‘s hitting 350 days, and they haven’t mentioned any interest in renewing their subscription. Yikes.
That‘s the perfect opportunity to send a renewal reminder email. There’s a high possibility they simply forgot. Or, it could be that they're on the fence about it. Either way, a gentle reminder could steer them in the right direction.
Hey [Customer],
I hope everything is going well with you and that you've had a great year navigating your product.
I noticed that your annual subscription is expiring on [date of expiration]. Are you interested in renewing your subscription? If you‘re weighing your options, I’d love to chat further with you to help you come to a decision. If you'd like to upgrade to a new product, we can discuss that, as well.
I look forward to hearing from you.
Cheers,
[Your name]
16. Customer Referral Email Template
Now that you‘ve built a solid relationship with a customer, it’s about time to ask them (nicely) for a referral. If they‘ve had a very positive experience with your company, it’s natural that they'll want the same for their family, friends, and colleagues in similar fields.
For more information on this, check out this post on how to ask for referrals.
Hi [Customer],
I‘m so happy to hear you’re having a great experience with [product/service/company department]. Helping our customers help their customers has always been our goal.
Since I've loved getting to work with you these past few months, I was wondering if there was anyone you know who might benefit in a similar way? It would be a pleasure to help them achieve their goals.
I'm looking forward to it!
Thanks,
[Your name]
17. Customer Onboarding Email Template
As this email sets the tone for your interaction with the customer, it’s best to make it enthusiastic.
It should reassure the customer that they’ve made the right choice with your brand.
Hi [Customer],
Welcome to [Your brand/service]!
Thanks so much for choosing us. Our goal is to ensure you have a great experience and get the most out of our [product/service/company].
As a first step, please follow these instructions [link] to customize your profile. Also, we’ve provided some resources [link] that can help you enjoy the best experience.
Check out our Blog and the FAQ section for advice and other information.
You can also contact us if you have any questions.
Cheers!
[Your Name]
Check out these free customer service email templates for more onboarding templates.
18. Customer Data Privacy Notification Email Template
Use this template when you want to tell customers about updates or changes to your privacy policy. It explains how your business collects, uses, and protects customer data.
This reassures customers about their privacy rights and helps maintain data regulation compliance. This email can help build trust by offering transparency into how your business handles customer data.
Dear [Customer],
[Business name] is committed to the privacy and security of your personal data. We're writing to inform you about an important update to our privacy policy and data protection practices.
We value your trust and want to give you a clear understanding of how we handle and protect your information. We encourage you to review our updated privacy policy, which outlines:
- How we collect and use your data
- How we store and secure your data
- Your rights and options regarding your personal information
You can find the updated privacy policy at [link to privacy policy page].
If you have any questions or concerns about your privacy or data protection, don't hesitate to contact our customer support team.
Warm regards,
[Your name]
19. Service Disruption Notification Email Template
Service issues happen. But unexpected interruptions can impact customer trust, so it‘s important to reach out and let customers know you’re working to fix it.
This template makes it simple to promptly notify customers about any issues affecting their experience. This offers transparency and shows you're working to resolve the problem. It also gives you a chance to apologize for the inconvenience and offer updates or potential solutions.
Hi [Customer],
We hope this email finds you well. We wanted to let you know about a temporary service disruption that‘s impacted the seamless experience you’re used to.
We sincerely apologize for any inconvenience. We understand the importance of reliable and uninterrupted service and our team is working to resolve the issue as soon as possible.
We value your patience and understanding during this time. Our team will share updates on service as they become available.
In the meantime, please contact us with any questions or concerns. Our support team is on standby to assist you.
Thank you again for your continued trust and support,
[Your Name]
20. Broken Product or Service Email Template
If your product or service is broken, the least you can do is keep your concerned or angry customers in the loop.
Resolving issues related to broken products can sharpen your customer service skills and help you build a better relationship with customers.
Here’s an email template that can help you assuage your customers.
Hi [Customer Name],
Earlier today, we noticed an issue that affected our service and users' accounts. We are so sorry that you were affected.
We have rectified the issue, and you should be able to access your account now. Be reassured that no data was lost during the downtime.
We will be implementing measures to ensure that this doesn’t happen again.
If you have any questions, please reach out to us.
Thanks,
[Brand/Service]
21. Service Upgrade Notification Email Template
You can use this template to announce improvements or upgrades to your services. An upgrade might offer an enhanced experience for current customers. Or it could be a chance to change plans and add value.
Either way, it's smart to connect with customers with a quick email. This template can help you build anticipation, create awareness for upcoming changes, and feature benefits of the upgrade.
Dear [Customer],
We're thrilled to announce an exciting upgrade to our [Service Name]. As a valued customer, we wanted to be the first to let you know!
This upgrade includes enhancements inspired by feedback from customers like you. [Service Name] will now offer an even more streamlined and efficient experience for you with [list of upgrade details].
This upgrade is free for [plan name], and users on [other plans] can take advantage of these features with the [plan name] add-on.
To learn more, check out this detailed [Service Name] guide or contact our customer service team.
Thank you for your continued trust and support.
Warm regards,
[Your Name]
22. Customer Review Request Email Template
If you've worked with a customer for a while and helped them achieve results with your product or service, you may want to ask them to review your product, service, business, or you personally.
Reviews help increase ratings on review sites, which are among the most trustworthy ways prospects research companies or products before making a purchase.
Timing-wise, it might make sense for you to send this email within a chain you've already started with the customer about the good results or a successful project you collaborated with them on.
You can either copy this template directly into a chain or use the exact wording to start a new thread from scratch.
If you sell a physical product that your customer personally uses, you might contact them 10-15 days after the product is delivered to ask them how it's going.
Hi [Customer],
I hope you‘re having a great week so far! I saw you’ve started [details about how they‘re using your product] — it looks like you’ve achieved some impressive [details of the results they've achieved]. How are you enjoying working with the tool?
If you have any feedback or questions, don‘t hesitate to give me a call or send me an email, and I’ll help you out!
If you‘d like to share your experience using [Your company’s tool], here are our pages on [review site] and [review site], where you can give us a rating and share your feedback to help other customers like you.
Thanks for your time, and give me a call if you have any questions!
[Your name]
Customer Refund Letter Templates
Here are a few helpful customer service email templates that you can use for refunds.
23. Refund to Customer Email Template
Sadly, some customers are going to return your products.
Don‘t worry; it’s not you. But it‘s also not them. They aren’t upset or frustrated but simply couldn’t find a good use for the product.
For instances like this, it's good to respond to a refund with an email expressing that there are no hard feelings and that you hope to do business with them again in the future.
Hi [Customer],
I've processed your refund, and you should expect to see the amount appear in your bank account in the next couple of business days.
I‘m sorry to hear that you didn’t love your new product. I completely understand that it isn't for everyone.
If you‘re still searching for the right choice for you, let me know. I’d be happy to talk you through some of our other options and see if any of them feel like a good fit. Thank you for your time and for giving us a try.
I hope to connect with you again soon.
Best,
[Your name]
24. Product Exchange Email Template
Fortunately, not every unhappy customer will ask for a refund. Some may regularly purchase your product, so they know that one poor experience doesn't represent your brand.
However, since they know what to expect from your products, they’ll likely be upset when some products don’t meet their standard. They won't be angry enough to churn, but they will expect you to make things right. This is where this letter comes in handy.
Hi [Customer],
Thanks for letting us know about this faulty product. We'll do our best to assess the problem and determine exactly what went wrong with your [product name].
In the meantime, please accept this replacement product [link] that I've personally assessed for performance.
We'd like to offer our sincerest apologies for any inconvenience this may have caused. We hope you continue to enjoy using our product, and we are happy to answer any questions or concerns you may have.
Please feel welcome to contact our support team at [phone number] or reply to this message, and we'd be more than happy to help.
Thanks,
[Your name]
25. Product Discount Email Template
When it comes to refunds, not every company has the same policy. For example, some may not offer product exchanges or full compensation for specific products or services. Others may require proof of purchase to issue a refund and can only provide store credit without it.
For these cases, your business may offer a small promotion so the customer will have a discount the next time they shop at your store. It‘s not the refund the customer is looking for, but it’s better than leaving them empty-handed.
Hi [Customer],
Thanks for reaching out.
Unfortunately, we can't offer a refund at this time. According to our policy, [policy description + explanation of why the policy is in place].
I‘ve checked with my manager to confirm this policy, and while we can’t offer a full refund, we can offer you a discount of [discount amount] for the next time you shop in our stores.
We sincerely appreciate your understanding in this matter. Please feel welcome to reach out to me with any questions you may have, and I would be more than happy to help.
Thanks again,
[Your name]
26. Customer Apology Email Template
In some cases, your customer service team won't be able to provide any type of refund or discount. This can lead to an awkward or stressful situation with the customer, especially if they feel like your company is in the wrong.
While you should personalize every apology, this message can be a baseline to work from when you need to take responsibility for your company's mistakes.
Hi [Customer],
Thank you for providing us with this feedback.
We sincerely apologize for the inconvenience this has caused, and we appreciate your understanding in the matter. We know that [problem] has prevented you from achieving [customer's goal] and that we have fallen short of your expectations.
I have relayed this feedback to the rest of my team and can assure you that this mistake won‘t happen in the future. That said, if there’s anything else that I can help you with at the moment, please feel welcome to reach out, and I would be more than happy to help.
Thanks again,
[Your name]
27. Account Termination Email Template
Breaking up is hard to do and, whether an account closure starts with your business or the customer, it's a sensitive situation. Personalization is essential for this email to a customer, but the template below can help you get started.
It gives you space to offer clear reasons for the termination and next steps customers may need to take. It also includes contact information for further assistance. This will help you keep any account closure communication empathetic, professional, and respectful.
Dear [Customer],
Thank you for your email. We hope this email finds you well. We are writing to confirm that your account with us will be terminated effective [Termination Date].
Your respect and trust is our first priority and we want to thank you for your past support.
You can find a list of commonly asked questions at [link to FAQ page]. If you have any questions or need help with any next steps, please don't hesitate to contact our customer support team.
We appreciate your understanding and cooperation and wish you the best in your future endeavors.
Thank you,
[Your company/name]
28. Return of Overpayment Email Template
Depending on your business model, customers may have to pay for a product or service upfront and are reimbursed later if they paid more than they needed to. This either requires you to send them a check or wire the money with a direct deposit.
Regardless of how it‘s transferred, customers will want to know where this money is coming from. While they’ll be happy to accept the return, they‘ll be dubious of its origin if you don’t notify them ahead of time. You'll also want to take credit for this refund, as it shows your intention to provide an honest transaction.
You can use this letter to alert your customers of an overpayment for these cases.
Hi [Customer],
Thank you for your recent payment of [payment amount].
Upon review of your transaction, we've determined that the amount you have paid is more than what was required for this product or service. The actual amount that was due was [payment amount], thus leaving you with a credit of [credit amount]. Please find a [check amount or notice of deposit] enclosed in this letter.
We strongly believe in providing an honest experience for our customers and can assure you that we are working constantly to prevent potential fraud. We hope this message resolves any concerns you may have about this transaction and are more than happy to answer any additional questions.
Thanks again,
[Your name]
29. Refund Notification Email Template
Sometimes, customers are eligible for a refund but just don‘t know it. While you shouldn’t be eager for them to return products, it'd be dishonest not to notify customers when they qualify to do so.
This type of proactive customer service builds trust with your customer base and creates a delightful support experience.
Hi [Customer],
We hope this message finds you well.
We are reaching out because you qualify for a refund for your purchase of [product name]. This refund is eligible for [period of time] and can be initiated by calling or messaging our customer service team.
Please feel welcome to reply to this email with any questions you may have, and I would be more than happy to help.
Thanks,
[Your name]
30. Refund Status Email Template
To avoid any hiccups in the refund process, it‘d be helpful to let your customer know the status of their refund once it’s en route to their account.
If you'd prefer to refer to your company in the plural form, simply swap the "I" for "We."
Hi [Customer],
I'm reaching out about the refund you initiated on [date].
Your refund has been deposited into your card ending in [last four digits of card]. You should see the amount credited to your account in about 3 to 5 business days.
If you don‘t see the refund in your account, respond to this email, and I’ll look into it for you. In the meantime, please let me know if I can answer any additional questions — I'd be happy to help!
Thanks,
[Your name]
31. Refund Not Received Email Template
Suppose your customer hasn‘t received a refund and reached out to you about it. In that case, you should act as if you’re responding to a customer complaint: with empathy, sincerity, and clear intentions to resolve the problem.
Most of the time, the delay is on the bank's end. In this instance, gently remind the customer that a few more business days may pass before processing the refund.
Hi [Customer],
I‘m so sorry to hear that a refund hasn’t been deposited into your card ending in [last four digits of card].
I've contacted our accounting department to look into this issue for you. A refund has been issued, but it may take a few days for your bank to process the funds.
While we work on the delay, I‘ve created a ticket in our system to keep you updated on your refund status. We’ll try to resolve the problem as soon as possible.
I sincerely apologize for the inconvenience this may have caused. In the meantime, feel free to reply to this email with any questions or concerns, and I'd be happy to help.
Thanks,
[Your name]
32. Out-of-Policy Refund Email Template
Sometimes, customers ask for a refund when they're past the date of eligibility.
You have the option of offering store credit or giving them personalized support for getting the most out of their new product.
Hi [Customer],
Thanks so much for reaching out about order #[number]. I‘m so sorry the product hasn’t worked out for you.
Because more than [number of days] days have passed since the date of purchase, you're no longer eligible for a refund.
However, I can give you store credit for your purchase. Alternatively, I can set up a meeting with our customer success department so that you can get the most out of your product.
Let me know which option you‘d prefer. Also, if you have any questions or concerns, I’d be happy to help.
Thanks,
[Your name]
Create a Strong Customer Experience Using Customer Service Email Templates
Excellent service is the cornerstone of creating delightful experiences that keep your customers coming back. Armed with the insights above, we hope you feel inspired to bring customers your A-Game.
Still, we know you don’t have all the time in the world. That’s why we’ve compiled 50 customer service email templates that cover any situation you might come across. Download them below to save precious time without sacrificing the quality of your customer service interactions.
Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness. This article was written by a human, but our team uses AI in our editorial process. Check out our full disclosure to learn more about how we use AI.
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