How To Ask In Email To Please Fill Out The Service Agreement Attached

Tap into the time-saving and stress-relieving power of client service email templates.

In client service, there's an underlying fear that every unmarried electronic mail you send might be the big one. This might be the ane that goes viral on social media. This could be your founder'southward nephew posing every bit an angry customer. This might be misconstrued and land your visitor in hot h2o.

Adept customer service requires walking on eggshells while solving problems. And that's really hard.

Following the right customer service electronic mail tips and templates make it far easier.

Before the excrement hits the fan, proactively create some well-thought-out and affable responses to difficult situations. You'll exist able to shoot them out quickly when time is of the essence.

And you'll residue easy knowing that at that place'southward zero incriminating or potentially riot-inducing contained within them.

Today, we're going to share 5 customer service electronic mail templates we apply for the most challenging of situations. If you lot'd like to create and first sending your own templates through Groove's canned replies (I'll evidence you what that looks like beneath), you lot can kick off a free 15-solar day trial of Groove here!

Your principal customer service electronic mail template

First things first. We've designed the templates beneath for specific situations—and employ them ourselves. Merely, you have to offset with the primary of all automated scripts: your automobile-reply email.

Sadly, while customers expect an immediate response to support requests (even if that's just a friendly note saying it's been received), the majority of businesses fail on this front.

As one recent test of roughly 1,000 pocket-size, medium, and large companies plant:

Source: SuperOffice Customer Service Benchmark Report

Equally equally bad, however, is an autoresponse that screams "auto." Non necessarily in the written content only rather in the tone and, specially, mixed up dynamic insertions—like the wrong names, operating hours, or product titles.

If your business doesn't already have a friendly, informative, and human auto-reply, then experience free to apply ours…

Instance e-mail template

Hi [first_name],

Cheers for contacting [company_name]!

This automatic reply is just to let you lot know that nosotros received your bulletin and we'll get back to you with a response as apace every bit possible. During [business_hours] nosotros do our all-time to reply equally quick as we can, normally within a couple of hours. Evenings and weekends may take us a piffling bit longer.

If y'all accept a full general question about using [specific_product], you're welcome to browse our [knowledge_base_link] for walkthroughs of all of our features and answers to often asked questions.

If yous have any additional information that you think will help us to help you, please experience free to reply to this email.

We look forward to chatting soon!

Thank you, [agent_name] and [agent_headshot]

Using customer service email templates

Customer service electronic mail templates have the ability to add hours back into your day. Maybe you've been copying and pasting the same text every day. Or perhaps y'all won't let your new customer service agent send a back up email without approval it first.

Either way, you've been wasting precious time. Don't let the fear of sending impersonal, robotic responses finish you lot.

You're here. Yous're reading this absurd blog. You lot care about your concern. You lot won't send emails that suck. (I won't let you.)

All of the examples I'm virtually to reveal are real email scripts that we utilize at Groove. We call them canned replies.

customer service email template example — Try out canned replies for yourself by signing up for a free trial of Groove

Read the post-obit emails over, copy and paste the ones yous like, then tweak them to reflect your unique concern proposition.

Nosotros'll walk through why these templates work (so you can build your own moving forwards). Then provide a copy-and-paste-able template that y'all can hands add into your helpdesk and edit as needed.

Want to skip directly to the template part? Become for it. Here are all five templates in an easy to read (and copy) slide deck.

Template #i: A client requesting a discount

Discounts can be a nifty way to satisfy customers afterward a bad experience or entice them to purchase once more. In certain circumstances though, discounts simply don't brand sense. Worse, they set a poor precedent for putting a bandaid on an open wound.

Be careful not to acquiesce to angry customer's demands without fully understanding their trouble.

When a customer asks for a discount that we cannot give, we send this email response:

Hi %{first_name},

First of all, cheers so much for checking out Groove!

We too, are a small business organization and appreciate you checking in to see what options nosotros take available. At this time, we exercise not offer whatsoever discounts or startup pricing plans.

We've worked actually difficult to build the best product out there for minor businesses to deliver crawly, personal customer back up. We believe that Groove delivers so much value and you volition feel that the investment pays itself off.

Thanks again and nosotros wish yous the very best as your business grows.

Cheers,
%{agent_firstname}

Lead with empathy, detect commonalities whenever possible to establish mutual respect. Include personal touches, letting them know you capeesh their unique state of affairs. Remain confident in the value of your production, and your customers will follow suit.

Template #2: A characteristic request you lot're non going to build

Most software companies get dozens of characteristic requests every week—and that's not a bad thing. It means your users care enough to offer their own ideas and feedback to make your product even better.

However, many requests don't marshal with the visitor vision or make sense for the majority of other customers.

That said, apartment-out rejection sucks. You want to brand your users experience like their ideas are worthy, and then phrasing your rejection to their customer feedback the right way is fundamental.

Nosotros tested 10+ different approaches for this situation over the years, and ane of them continues to stand out above the residuum:

Hi %{first_name},

Thanks for writing in! There'southward no mode to do this at the moment, just it is something we're considering for a future release. I merely added you to the list for follow up, so as soon equally nosotros practise accept news regarding mass replies nosotros'll exist certain to reach out.

In the meantime, your best bet for speeding this upwardly would probably be to use canned replies. Then information technology'due south just a couple of clicks per ticket to send out the aforementioned reply.

Thanks,
%{agent_firstname}

Despite being "canned," the response gets personal. Nosotros took the time to really recollect about the idea, and that'southward clear. It's in a positive tone of vocalism and still delivers value to the customer.

Likely, your customer will accept that their request will non be fulfilled. And you'll nevertheless provide a positive experience by walking them through an culling that'll work for them. Win-win.

What if a customer says they'll flat-out leave if you don't build what they want you to?

Generally, if a feature is make-or-break, but we can't justify building it (due to resource constraints or it existence outside the scope of our vision/focus), our main goal is still to provide nifty client service, fifty-fifty if that means they might go out. For now.

In fact, if the feature is 100% disquisitional for them and we can't offer a viable alternative, nosotros'll tell them which of our competitors with that characteristic we think might serve their needs best.

We become information technology—the smallest idea of albeit that your competitor has something meliorate can be frightening. However, here's what happens as a outcome:

Fifty-fifty though our production might not fit their needs, the customer will know that we went out of our way to guide them towards what'due south genuinely best for them. That sort of goodwill goes a long fashion.
If yous do finish upwards building that feature in the hereafter, because of the style you handled the upshot, you accept a potent case to make for that customer to return.

Both of those things are a better culling than having a customer who leaves feeling 100% unhappy with our production and likely to disappear for good.

Customer Service Email Template 2 - A feature request you're not going to build

Template #3: A client who needs babysitting through a unproblematic task

Saying aye all the fourth dimension sends the message that your customers should rely on you for every fiddling thing. This volition toll y'all fourth dimension and money.

It's okay to say no. If you lot do information technology the correct fashion, you won't risk offending anyone or destroying any client relationships. In fact, saying no might be the best pick for you and your customers.

Assess the urgency of the situation and encourage your back up team to get more clarity. The bulk of client emails are iterations of the same question. Don't get swept up in the defoliation yourself. Remain calm and get more information earlier diving into a response.

Howdy %{first_name},

Thanks for your annotation. I'm not sure I follow what yous're saying, any gamble you could provide a little more detail? A screenshot would exist super helpful as well.

I'll do my all-time to help.

Thanks!
%{agent_firstname}

Equally long as you make certain it's not a bug, put the onus back on the customer to resolve their own issue and provide them with the resource to practise then.

If you take managed to put together a bang-up knowledge base or other self-assistance solution, your customers volition be willing (and eager) to engage. People actually like using cocky-serve back up, peculiarly if the resources are tailored to them.

If their problems aren't answered in your knowledge base of operations, use it as an opportunity to ameliorate your content there.

Receiving a request for stride-by-step support is an opportunity to teach customers how to utilise your services, and gives you the chance to define expectations.

Why? Because request the customer to send a follow-up email with more detail automatically makes them call back rationally.

Questions are powerful. They put us in the mindset of fixing the issue. Plus, they help customers learn about your product and feel accomplished, while reassuring them you're available to offering the support they need.

Customer Service Email Template 3 - A customer who needs babysitting through a simple task

Template #4: An angry client

Dealing with angry customers requires its own post (which of course we've already written). Here, we'll look specifically at how nosotros use email templates to pacify the state of affairs.

Some client complaints arise because they feel slighted by something you lot or your company did. Other times, customers are emailing simply considering they've had a tough twenty-four hour period and you're an like shooting fish in a barrel target. No affair the underlying reason, how y'all bargain with it determines the ultimate resolution.

Keep your absurd and don't let your customer'southward acrimony influence your own beliefs. And then, acknowledge their feelings. Be compassionate, apologize, and make it clear you empathise that they're upset.

Refocus the conversation on the bodily trouble at hand. Work to detect a concrete resolution to the issue.

Here's the customer support e-mail we utilise to plow an aroused customer into a happy i:

Hullo %{first_name},

Cheers for reaching out. I'1000 so distressing, I definitely understand your concern and I'g escalating your issue and so that someone can take a closer wait at what'due south going on correct away.

Please standby and one of my teammates will go back to you with more details ASAP.

Best,
%{agent_firstname}

Understand, apologize, promise a resolution, and let the client know their trouble is being taken seriously.

Customer Service Email Template 4 - An angry customer

Template #5: Your product or service is cleaved

If you've been working in the tech industry long plenty, you've likely got a server outage story. And you lot might still have nightmares of opening the inbox to thousands of emails from upset customers request why the production they pay for isn't working.

What doesn't kill united states of america makes us stronger, though. Living through these situations helps to improve customer service skills and anticipate customer needs following an unexpected problem.

This customer service email template has saved us our fair share of customers:

Hi %{first_name},

Distressing for the delay in response.

We encountered an issue before today that affected a portion of accounts — and unfortunately yours was ane of those afflicted.

Nosotros have rectified the underlying problem and you should be up and running over 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 part of supporting your customers, and will exist implementing a host of solutions to ensure that a state of affairs similar this does not occur once again.

If you lot have any questions, please don't hesitate to requite us a shout.

Thanks,
%{agent_firstname}

Include all of the information you have on hand, and connect the dots to evidence exactly how it affects the customer's business relationship. Remain compassionate and apologetic, maintaining a level of respect and understanding for how your production stability impacts their work.

Annotation: Just every bit important equally saying the right matter in this situation is making sure you actually do go along updating your customers regularly. You lot hate being kept in the night, and your customers do, too.

Customer Service Email Template 5 - Your product or service is broken

Create your own customer service email templates

Although the customer service email templates we shared today cover very specific situations, the concepts in them (empathy, sharing information, promising resolutions) tin can exist applied to merely virtually every support situation.

Dig deep to understand and capeesh how the customer feels, and answer accordingly. Let these templates guide you to create your own. Put your personal touch each ane. Above all, keep them flexible.

Lookout man how customers respond to or rate each template and constantly better them. Yep, templates permit yous ready-it-and-forget-it. Here at Groove though, we adopt to but hit "snooze," and but "forget information technology" for a few weeks at a time.