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13 Response Templates for Tricky Customer Service Emails
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Recommended approach “While your price may be non-negotiable, you can still demonstrate value and help your customers get more for their money.” Your answer should
This paragraph points out that you did try to let them know, but in a way that leaves the customer an opportunity to give you feedback and not feel like you’re blaming them for not seeing it. Consider including a screenshot for clarity. “Reinforce that they will be receiving it soon, and that you’re still there to help.” Alternative options
Your answer should “Be firm about what you can and can't do.” Reassure the customer that you are there to help.
Be firm about what you can and can't do. “Reassure the customer that you are there to help.” Make it clear the customer is in control.
Reassure the customer that you are there to help. “Make it clear the customer is in control.” Example response
You can omit this if the customer isn’t threatening to leave. “Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress.” Now that you’ve reset the conversation, repeat what you need to help them.
1. "I want a phone call, now!" “A customer is demanding a phone call to solve their issue, but you don’t offer phone support and/or aren’t able to call them.” Recommended approach
Recommended approach “In a time of stress like this, your customer can feel like you are refusing to help them at all, even though it’s really a conflict about where the help will come from.” Your answer should
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