50+ Customer Service Email Templates and Best Practices

Most businesses appreciate personalized customer service, as it enhances customer satisfaction.

Given that email is widely used to address customer concerns and complaints, utilizing customizable customer service email templates can be the best solution to ensure the personalization of support responses.

In fact, according to Email Analytics, 98% of customers use emails for their customer service interactions on a regular basis.

To ensure consistent and efficient customer service, provide a response to every email from customers to create a lasting relationship and to save time.

In this blog post, we will discuss about what customer service email is, best practices for writing customer service email, how to respond to an angry customer and some customer service email templates.

What are customer service emails?

A customer service email is any response sent through email by a customer support agent that addresses a customer complaint, query, or feedback.

Customer service email templates are prewritten emails that are used to address common or recurring customer complaints and queries.

These customer service templates save time and maintain uniformity in tone and language.

Best practices for writing customer service emails

Here are the guidelines on how to customize customer service response templates and enhance your email writing skills:

• Use your customers’ names.
• Familiarize yourself with customers’ conversation history from your database.
• Revive your knowledge about important details of your business and customers.
• Strive to thoroughly understand customers’ problems or issues.
• Use a customer service tool that comes with integrated templates.
• Offer specific solutions or steps to resolve the issues.
• Anticipate extra questions or concerns.

How to respond to an angry customer

Responding to an angry customer involves understanding their needs, complaints, offering a prompt response or service and ensuring their satisfaction.

Here are some ways to respond to them:

• Apologize for the negative experience: Start by apologizing for the customer’s negative experience, showing that you recognize their frustration and take responsibility for any mistakes.
• Explain what went wrong: Provide an explanation for the issue and why it occurred, helping the customer understand and preventing similar problems in the future.
• Reassure customers that it won’t happen again: Assure the customer that measures are being taken to prevent similar issues, hence rebuilding trust and confidence.
• Respond promptly: Respond quickly to angry customer emails to show you value their feedback and take their concerns seriously, defusing the situation and preventing more frustration.
• Offer context for the incident: If there were extenuating circumstances, provide context to help the customer understand and reduce frustration.
• Invite further feedback: Encourage the customer to share any additional questions or concerns, showing your openness to constructive conversation.
• Suggest compensation: Consider offering an incentive, refund, or discount to compensate for their negative experience, showing that you value their business.
• Follow up: Check in with the customer later to ensure their satisfaction and address any further issues, demonstrating your commitment to exceptional service.

The best customer service email templates

The following customer service email templates encompass customer service categories you may come across when communicating with customers via email.

Introduction email templates

Use these customer service email templates to welcome new clients, present new staff members, or to simply check in from time to time.

1. Thank you for reaching out

This email is crucial for all businesses to convey appreciation to their customers, as it fortifies connections and cultivates enduring relationships.

You can use the following template sample to thank them:

2. Checking in with a customer

This customer service email template is used to communicate with a customer after they have made a purchase or interacted with the company.

Usually, the email asks for feedback about the customer’s experience and may also share information about other products or services.

You can check in with clients using the following template:

3. Welcome email template

When a customer signs up for your product or service, it is important for you to welcome them warmly and make them feel appreciated.

The following welcome email template can help you do this by setting a positive tone for the customer journey and establishing your brand as one that is friendly and helpful.

4. Customer onboarding email template

The onboarding customer service email presents new customers with essential information regarding the company and what it offers.

It includes details on where to locate helpful onboarding resources, how to begin, and ways to get in touch with customer service.

Here is a working example:

General customer service templates

These customer service email templates are designed for offering 24/7 assistance or support to your clients or customers.

5. Technical support email

The technical support email offers you the chance to carefully examine customers who are experiencing a technical issue. The following is a sample template to illustrate this:

6. Provide a solution email template

Customers face different challenges when interacting with a product or service. Therefore, it is essential for a company to provide a solution to their concerns.

The following sample template can be used:

7. Closing a support ticket

This template notifies customers that their support ticket has been resolved. It also includes details about the issue’s resolution and any follow-up steps.

You can notify them using the template below:

8. Sending a password reset link

This customer service email template is used for sending a customer a password reset link, usually after they’ve requested it through a “forgot password” feature. The email includes instructions for resetting the password and security tips.

You can send them the following customer service email:

9. Subscription renewal reminder

For subscription-based businesses, it’s important to notify customers about their renewals when 350 days have passed and they haven’t shown any interest in renewing.

The customer service email template acts as a reminder and it should be sent a week or so before the customer’s annual subscription ends.

Remind them using the following template:

Occasional email templates

These are prewritten customer service email formats that can be utilized for particular events or on specific occasions.

10. Birthday wish email templates

This customer service template is designed to convey birthday wishes to customers. It can include a custom message, as well as any available special offers or promotions.

Use the template below:

11. Sending a holiday greeting

When a company wants to send holiday greetings to its customers, they can send an customer service email showing warm wishes for the holiday season and information about holiday promotions or offers.

Consider the following customer service template:

Email template for handling disgruntled customers and complaints

Emails are perfect for professionally conveying appropriate messages to prevent conflicts. Here’s how you can reassure clients that corrective actions are being implemented in every circumstance:

12. Response to angry customers

This customer service email template is used to respond to a customer who has expressed dissatisfaction or annoyance with the company or its products/services.

It recognizes the customer’s issues, expresses remorse for any inconvenience caused, and offers a solution or compensation.

The following response template can be used:

13. Customer complaint response template

Dealing with a customer who complains can often be more challenging than managing an upset one. Complaints are usually valid, unlike anger which can sometimes be baseless.
No matter how frustrating the complaint may be, it’s crucial to promptly respond and acknowledge their issues.
The following sample template can be used:

14. Email template on damages

If a customer receives a damaged item and reaches out to the company to report it. The company should take the initiative of responding to them via an email.

The email should include details regarding the actions the company will take to resolve the issue. This may involve sending a replacement item or offering a refund.

Send them the template below:

15. Apology email to customers

In certain cases, your customer service team may not be able to offer refunds or discounts, which can create an uncomfortable or stressful situation with the customer. It is important to send an apology to the customer, acknowledging your company’s error and stating measures taken to solve it.

Here is a sample to use for an apology:

Email templates announcing changes or updates

These customer service email templates are perfect for notifying your clients or customers about updates or changes to your services, products, or business.

16. Delay in delivery

This customer service email template is prewritten to notify clients about a postponement or delay in delivery of their product or service.

You can notify them using the template below:

17. Change in business hours

If there are emergencies that affect the working hours of a company, it is crucial to inform the customers about any alterations made to the standard operating hours.

Use the template below to notify them of such changes:

18. Expired contract

Customers ought to be reminded when their contract with the company has ended, so that they are able to renew it if they wish to.

Use this template for the reminder:

19. Announcing a partnership

When two businesses form a partnership and plan to notify their customers, the customer service email sent should provide details about the partnership, its impact on the customers, and any new products or services that may result from this partnership.

Use this template below to share the announcement:

20. Account manager transition

This customer service template is used when there is a change in the account manager for a customer.

Announce the transition using this template:

21. Account manager introduction

This template is used to introduce a new account manager to a customer.

This customer service email gives you a chance to make a good impression on the customer, and it lets them know you’re willing to work with them.

Use the customer service template below to introduce the new lead:

22. Notifying about a policy change

There could be a change of policy in an organization. Therefore, it is wise to send an email to notify customers about the changes.

Notify them with the template below:

23. Scheduled maintenance or upgrades

If a company needs to perform maintenance or update a product or service, they must send a formal notification to their customers.

The notification email should include the date and time of the planned maintenance or update, the estimated duration, and any potential impact on the customers’ use of the product or service.

Here is a sample email template you can use:

24. Informing about a security breach

A company may face a security breach and need to inform customers. This customer service template explains the incident, company actions to fix it, and how customers can protect their information.

Alert your customers using this template:

25. Service disruption

When clients face unexpected service disruptions, it is important to notify them regarding the interruption, letting them know the reason for the disruption, the estimated period, and the ongoing efforts to resolve the issue.

Use the template below to notify them:

26. Changing shipping address

The shipping customer service email template is used notify customers that their shipping address has been modified.

It may include details about the new address and any other pertinent information.

For example:

27. Informing about a price change

This customer service email informs customers about a price increase for a product or service, including reasons, updated price, and the date it will take effect.

Here’s an email template you can use to inform them:

28. Requesting to update payment information

When a company requests a customer to update their payment information, it could be due to an expired credit card or issues with their current payment method.

You can request them to update using the template that follows.

29. Order is out of stock

When customers find that products are out of stock due to either supply chain disruptions, under- ordering, seasonality, or promotions, they are likely to seek alternative places to purchase those products/services. This could lead to a business losing their customers permanently.

In such circumstances the company should notify their customers that the item they have ordered is currently unavailable.

The notification should include an apology and present alternative solutions, like selecting a different brand or waiting for the original item to be restocked.

For example:

30. Order is lost

The purpose of this customer service email template is to inform the customer that their order has been lost during shipping or delivery.

The email typically conveys an apology and offers a viable solution, such as providing a refund or sending a replacement order.

Here is a sample to illustrate:

31. Sending an order confirmation

This customer service template is used for confirming the receipt and processing of an order, containing details like the order number, items purchased, and estimated delivery date.

For example:

32. Product exchange email template

A product exchange email is commonly utilized when a client receives a damaged, defective, or incorrect product.

In this scenario, the customer has an option to reach out and ask for either a replacement or an exchange of the product.

Therefore, when sending a customer service email regarding the product exchange, you need to provide details on how to commence the exchange, any applicable fees, and instruction on how to initiate the exchange.

Here is a sample you can use:

33. Informing about an order cancellation

In most companies, customers have the freedom to terminate their subscription to services or a request for a product at any time.

Therefore, this customer service email template will provide them with assurance that their cancellation has been effectively processed.

Here is a sample template to use to inform them:

Transactional email templates

These customer service email templates are used for transaction-related emails, such as invoices or receipts.

34. Return of overpayment email template

Based on the nature of your business, clients might be required to make an initial payment for a product or service.

When they have made an excessive payment, the company is required to reimburse the surplus amount. A customer service email can be sent to notify them of the excess amount being reimbursed.

For example:

35. Sending a payment confirmation

The payment confirmation customer service email verifies receipt, payment details (amount, date, method), and provides information on overpayment, refund method, and required customer actions.

Use the following email template to verify the payment:

36. Post-purchase follow-up

The primary objective of customer follow-up emails is to maintain open lines of communication with your customers, even if a considerable amount of time has passed since their purchase.

For example:

37. Notifying about an account suspension

A customer can experience an account suspension due to a breach of terms of service or other regulations.

Therefore, the company should notify them about the cause for suspension and provide guidance on how the customer can resolve the issue.

Here’s customer service email template you can use to notify them:

38. Refund delay email template

One of the most frustrating situations is when the funds from your company do not reach the customer’s account, causing confusion between the company, bank, and customer.

It is the responsibility of the company to respond to such issues.

If the customer inquiries about the refund status, it is essential to provide a comprehensive, informative, and brief response.

Use the template below to inform them:

39. Refund request email template

This customer service email provides customers with the progress of their refund request.

It also provides details, like the reason for the refund, the refunded amount, and the refund timeline.

Consider the following template:

40. Requesting to update payment information

When a company needs a customer to update their payment information, it could be due to an expired credit card or issues with their current payment method.

Here’s an email template you can use to inform them:

41. Refund under process email template

There are many reasons why customers might request for refund, such as making a purchase by mistake, receiving the wrong product or service, or receiving a broken product or wrong service.

Therefore, the company sends a notification informing customers that the refund is in progress.

The following sample template can be used:

42. Notifying about a failed transaction

This customer service email template is used to inform a customer of a failed transaction, usually due to payment problems or technical difficulties.

Use the template below to notify them:

Promotional email templates

These customer service email templates are designed for marketing strategies or sales scenarios, such as special deals.

43. Free trial email template

This customer service email serves to enlighten customers about a complimentary trial offer for a service or product, the trial’s terms and conditions, and the guidelines for the sign-up process.

For example:

44. Customer loyalty program email template

To strengthen your relationship with your customers, you can send them a loyalty email that notifies them about a loyalty program that offers a reward for their ongoing support.

In the email you can indicate the advantages of becoming a member of the program and give them guidance on the sign-up process.

Use the template below to notify them:

45. Asking for a referral

This customer service email template asks customers for referrals, encouraging them to recommend the company or its products or services to their personal and professional networks.

It includes details about the referral program, benefits for both parties, and guidelines for making a referral.

For example:

46. Introducing a new product/service

Do you have a new product or service in your company that you would like to inform your customers about?

You can utilize the following customer service email template for introducing a new brand, which provides information about its features and benefits.

Use the template below to notify them:

47. Offering a special deal

This  customer service email template is designed to present a unique offer or promotional deal to a customer.

It also contains information about the offer, like the discount value and the expiry date, along with guidance on how to utilize it.

Here’s a sample email template you can use to inform them:

Feedback email templates

To collect and respond to client feedback effortlessly, you can use these customer service email  templates.

48. Requesting feedback on customer experience

The feedback customer service email is utilized to ask for feedback from clients regarding their encounter with the product or service. This may include questions or prompts to motivate customers to express their opinions.

The following is a sample template that can be used:

49. Customer review request email template

A company can utilize the passion of the existing customer to draw more customers to your company, by asking them to submit their reviews or feedback after a satisfactory interaction with your brand.

For example:

50. Requesting to complete a survey

This customer service template is suitable for a company to use when requesting its customers to complete a survey.

The email should include details about the purpose of the survey, its estimated completion time, and any incentives provided for survey completion.

Consider the following template:

51. Thanking a customer for a positive review

When you receive a positive review from a customer, it’s a good idea to send them a “thank you” email.

This demonstrates your appreciation and thoughtfulness and can help in building a stronger relationship with them.

Use the following customer service template sample to thank them:

Benefits of using customer service response templates

Using customer service response templates can offer the following benefits to a company and its customers:

• Consistency: Customer service email templates guarantee uniformity in tone, language, and format of customer service responses, thereby establishing a professional image and fostering trust among customers.
• Efficiency: Templates enhance productivity by offering ready-made responses that can be swiftly customized to suit specific situations. This enables customer service representatives to address customer queries promptly and effectively.
• Accuracy: The customer service email templates aid in reducing errors and ensuring the inclusion of all necessary information in responses. This results in improved accuracy and clarity in customer service communications.
• Training: The customer service email templates can function as a valuable training resource for new customer service representatives, providing them with examples of how to handle common customer inquiries and concerns.
• Brand identity: Using the customer service email templates reinforce the company’s brand identity and messaging by ensuring that all customer service communications align with the company’s values and objectives.

Make use of customer service email templates today!

The use of well-designed customer service email templates your company can enhance your customer service provision by enabling prompt, effective and personalized response to inquiries and grievances.
Explore LIKE.TG to see how specific feature helps in creating  the customer service email template. For more information contact LIKE.TG support team to set up of a live demo or start a 15-day free trials to see how LIKE.TG works.

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