Thank you for your inquiry. The one thing that always calms me down when I am the angry customer is when the person keeps their composure and speaks professionally, and explains to me what steps are being taken. We acknowledge your complaint. “I de-escalate problems with empathy, an ‘I can help’ attitude, and without taking the blame for their problems,” explains Stormy. As a customer service representative, when you receive a complaint from a customer regarding a bad experience with staff, here is an example of an email to send to the customer to handle the situation; We are sorry about the unpleasant encounter you had with one of our staffs. They let your customers know you care about their experience with your company and that you will respond to their concerns. If your customers have complaints that go unaddressed, you’ll soon find that they stop coming back. I didn’t really respond to any of this because I was still angry and wasn’t ready to “forgive and forget.” However, we got your email stating your dissatisfaction with our purchase services. Please, bear with us as we are doing everything possible to deliver your order to you ASAP. Here’s how you could respond … If an order didn’t arrive at the date of delivery, as a customer service representative, you are supposed to send an email to the customer to explain why the order hasn’t arrived. When you receive an angry email, don’t be offended. Empathy helps guide your response and reaction to an angry customer. Handling angry customers can be one of the most challenging aspects of a job. People send emotional messages when they’re not satisfied with something, or feeling disappointed, or even confused. However, if you make customer service a priority and train your employees on how to properly respond to customer complaints, you might just see a previously unhappy customer turn in to your most loyal customer. Then we created these 8 Essential Customer Support Response Emails … If there is anything you don’t understand, you can contact me on [phone number]. We know this must have caused you some difficulties and inconveniences. Under some circumstances, it may be time to step away and let the situation simmer down—or just let the exchange stop. “Then I try to gather more information about the problem if I need to and offer a direct solution or a workaround.”. By all means, when you mess up, own up, but before you do it, build some trust and get all the information you can from your customer.”. Whether you field calls and emails, market the products, make sales, deliver items, bill accounts or answer the door … you will likely hear from angry customers. “When it comes to handling issues individually, we have autonomy,” says Stormy. Most immediate replies are a response … Whether you field calls and emails, market the products, make sales, deliver items, bill accounts or answer the door … you will likely hear from angry customers. You can handle angry and unsatisfied customers by sending apologetic emails and proffering solutions to their issues. Example support email: “Hi [CUSTOMER NAME], Thank you for your email and for bringing this to our attention. Does that mean that sometimes you have to ignore them, or even block them from contacting the organization? Policy and overall guidelines matter too, adds Sean. Some suggest writing out a draft of the email while you’re still angry, just to get your feelings out. When you return to the angry message, you will have gained some emotional distance that can help you recognize the sender’s intent, isolate the important issues, and, hopefully, craft an emotionally intelligent reply that will help de-escalate the situation. “If they’ve had time to calm down and start to have second thoughts about the conversation, they may be more open to a constructive reply.”. When you’ve done what you can but someone remains angry—or is becoming abusive and threatening—it’s time to close the thread and mark it as taking no more replies. “Sometimes people are upset over things I don’t have control over, like accounting issues outside of our refund guidelines. A rude staff or a staff that can’t provide adequate assistance to a customer could make the company lose its customers. This means that more often than not, when customers reach out for help, they’re already fuming by the time they reach an agent. If a customer is not satisfied with his or her purchase experience, such customer could get angry. Quote or paraphrase the customer’s own wording to show you’ve read the email carefully. A customer will be very dissatisfied with this kind of situation. But if you try to explain, even courteously, why your company is right and the customer is wrong, you can lose a customer forever. “As the conflict escalates, I become more emotionally invested in the conversation and thus, easier to upset.”. This practice helps me to step out of the conflict, look at the big picture and choose words that can help steer the conversation in a more productive direction.”, A small delay in your response also “gives that customer some time to consider what they just said before they get your reply,” adds Sean. I like to take some time to consider my reply and then write it out and save it as a draft then walk away. Also, on your next purchase, we are going to grant you a 20% discount. 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