Customer service reply template

If you have questions, feel free to contact me. Too many of these can lead to a tarnished reputation and lost business. The response template below is an example of how you can address negative reviews online and show how you can resolve customer issues.

The staff was rude and very unhelpful. If I could give them zero stars, I would. Reviewer Name: Frank Frequent Flyer. Customer Service Response Template: Hello Frank, I just read your review of our hotel and I want to apologize for your recent experience.

I am Amanda Walker, Customer Happiness Manager, and would love to get more details about your experience so we can improve our service. Again, I convey my sincerest apologies. If customers leave you thoughtfully written positive reviews, you should respond to them thanking them for their review. It shows them and everyone else reading the review that you appreciate the compliment and feedback and you reward good service.

The staff was extremely pleasant and very helpful. If I could give them 10 stars, I would. Customer Service Response Template: Hello Frank, I just read your review of our hotel and I wanted to tell you that we appreciate honest and positive feedback. I look forward to hearing from you.

There are a few best responses to creating customer service best practices. Service failures or questions can be an opportunity to build trust, respect, and loyalty. How you respond and how you communicate with customers is key for building these relationships. They can keep you out of legal trouble when reviewed by your attorney ahead of time.

They can also convey a positive and consistent brand message during some of the most difficult customer interactions. Additionally, having customer service email templates saves your customer service reps time. CRM software like Salesforce Essentials is helpful for saving customer service response templates. Using templates saves time and helps to ensure your customer service team communicates a consistent positive message.

Checkout Salesforce Essentials for a free trial. Find Sheena On LinkedIn. Sheena Jones focuses on sales content and has over 20 years of combined experience in sales and marketing. Sign up to receive more well-researched small business articles and topics in your inbox, personalized for you.

Fit Small Business content and reviews are editorially independent. We may make money when you click on links to our partners. Learn More. If you have any questions or concerns, please reach out to us. Subject line: Confirmation of [Product] Return. Here are the three simple steps to follow: Place [product] back into the shipping box it came in along with the original packaging Print and attach the shipping label Take it to your nearest [shipping partner, i.

Sincerely, [Name, Position, Dept. Please contact us with any additional questions. Example: Our software offers direct integration with QuickBooks Online and Desktop] For additional information on how our software integrates and works with QuickBooks Online and Desktop, visit our knowledge base by clicking on this link.

I hope I was able to assist you today. Let us know if you have additional questions. A screenshot would be super helpful as well. If you have managed to put together a great knowledge base or other self-help solution, your customers will be willing and eager to engage.

People actually like using self-serve support, especially if the resources are tailored to them. Receiving a request for step-by-step support is an opportunity to teach customers how to use your services, and gives you the chance to define expectations. Because asking the customer to send a follow-up email with more detail automatically makes them think rationally.

Questions are powerful. They put us in the mindset of fixing the issue. Some customer complaints arise because they feel slighted by something you or your company did. No matter the underlying reason, how you deal with it determines the ultimate resolution. Then, acknowledge their feelings. Refocus the conversation on the actual problem at hand. Work to find a concrete resolution to the issue. Thanks for reaching out.

Empathize, apologize, promise a resolution, and let the customer know their problem is being taken seriously. Living through these situations helps to improve customer service skills and anticipate customer needs following an unexpected problem.

We encountered an issue earlier today that affected a portion of accounts — and unfortunately yours was one of those affected. We have rectified the underlying problem and you should be up and running again now. No conversations were lost during this time, but please give it a few minutes for them to flow into your inbox.

We understand how critical we are in the role of supporting your customers, and will be implementing a host of solutions to ensure that a situation like this does not occur again. Remain empathetic and apologetic, maintaining a level of respect and understanding for how your product stability impacts their work. Note: Just as important as saying the right thing in this situation is making sure you actually do keep updating your customers regularly.

Of course, you will not have a template for every question but having them for the most common questions allow your customer support staff to optimize their time to help a great number of customers. When on a support team you get asked similar questions frequently, templates can assure that everyone on your team is giving the same solutions and responses to those frequent questions.

Say two different customers email your company complaining about a new product release. Then, imagine how the customer might react to each one. We are sorry to hear you hated the product. We stated clearly what it would do on the packaging, so it is not our place to make things right. It is our intention to make items that make your life easier, not harder! I will pass along your feedback to our design team. A template makes it much harder for employees to fall out of line, and your company messaging stays consistent.

Below are some of the ways email templates might cause harm to your company. Nothing enrages a customer quite like feigned empathy. When using a template, there are often blank fields into which the service rep is supposed to put personalized information to make the customer feel more valued.

These fields are vital to making the email feel personal, and they save lots of time. To avoid this mess, create a checklist for your staff to follow before they hit send. While your service reps might fill in all the blanks correctly, they may not catch any typos in the template. One way to sidestep this mistake is to have your marketer or copywriter proofread all the templates before they are sent out to the rest of the staff. If, somehow, a mistake does slip through, and someone notices it, make sure your staff knows to report any mistakes immediately so no further harm can be done.

Email templates are only helpful if the person sending them genuinely cares about the customer. Your customer has a tricky problem, but they refuse to provide you with the troubleshooting information you need to help them. A customer who is not experienced in technical troubleshooting may not have an understanding of the iterative, trial and error approach that can sometimes be required.

I can understand that it is frustrating to contact us about a problem and have me ask you to do some work! My next step will be to replicate that same setup on our side.

I look forward to hearing from you, and thanks again for your help. Reiterate in detail what you need your customer to provide you with, and link them to resources for how to get it if necessary. Adapt this section for the specific situation—technical troubleshooting, identifying their account, whatever applies. Flip their concern to show how you are valuing their time by reducing wasted effort and gently remind them that the ball is in their court.

When a customer does not want to pay the stated price. While your price may be non-negotiable, you can still demonstrate value and help your customers get more for their money. We really appreciate your business with us! While we don't offer discounts, I do want to make sure you're getting the most you can for your money. You mentioned that XYZ Widget is cheaper, but there are a couple of key differences you might not know about.

That makes our product really cost effective for them. Of course, I can understand that you may have an immediate need to reduce your ongoing costs. Avoid being apologetic about what you charge, be clear and then focus on value.

If you are informed about your competition you can be genuinely helpful in making comparisons. Do the work to help this specific customer get more out of your service.

Offer any cost-reduction options you have, and be honest about their benefits and costs. Instead, use them as a foundation that you can adapt to your situation, in your own voice and tone. Join , readers who are obsessed with delivering great customer service. After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes.

Connect with him on Twitter and LinkedIn. Mathew Patterson.