Even if your customer service is perfect (or as close to perfect as possible), customer complaints will always be a part of it. And even though each case is unique, there are quite a few answer templates that you can use to craft professional responses and ensure complete customer satisfaction quickly.
This article is dedicated to 11 templates for handling customer complaints through email, live chat, or phone call.
But first, let’s discuss what makes an exceptional answer to a customer’s complaint.
Your response to the customer’s complaint is crucial as it could be the deciding factor that encourages them to either stay with your company or seek a replacement for your product or service.
Quite a lot goes into making them feel like you genuinely care.
There are two reasons for doing that:
Even if you do everything by the book or your product works just as it’s supposed to, there will be complaints coming from people who are in the wrong themselves.
These complaints are the trickiest, as you still need to help out and respond to the person, but the emotions are likely already running high.
For example, if the customer is the one who is actually at fault, sending them a replacement of the product they broke is not a solution.
In a perfect world, your job as a support team member would be to help the customer understand what happened without actually saying that they made a mistake. This is, of course, easier said than done. But, here are a few tips that can help you achieve that goal:
Despite customer support gradually shifting over to using live chats as the predominant channel, emails are still a completely viable way of communicating with your users.
If you’re looking to expand your customer support capabilities, consider LiveAgent, as it is an excellent piece of omnichannel help desk software.
Here are some email support templates designed for different types of situations. Feel free to grab them for your use, but don’t forget to personalize each one according to your situation.
I’m sorry you are not satisfied with the new product. Our mission is to provide items that make your life easier, not harder! I will pass along your feedback to our team. I hope you’ll consider giving us another chance. Please feel free to use code [code] to get [x]% off your next purchase.
Thank you for your business.
I sincerely apologize for the inconvenience these issues may have caused you. I have taken the liberty of refunding your subscription fee for this month. You will continue to have full access to all features of our software.
It appears that the [issue] you experienced was caused by [reason]. Poor connectivity is also the most likely cause of your inability to save your updates. Our team has identified the source of the issue and is working actively to implement a fix.
According to our estimation, the team will fully resolve it within [time frame]. I’ll reach out directly to let you know as soon as your access is restored.
Please don’t hesitate to contact us if you need further assistance. Thank you for taking the time to provide us with valuable feedback.
Thank you for reaching out. I’m sorry this happened, and I understand your concern. I’m escalating your issue so that someone can take a closer look at what’s going on right away.
Please standby, and one of my teammates will get back to you with more details ASAP.
Hi [customer name],
As requested by you, we have processed your refund, and it should reflect in your bank account in the following [x] business days.
We are sad to see you go, but we hope to work together in the future where our product will be useful for your business.
If you are still on the lookout for other options, please do let me know, as I’d be able to help you choose other options that might be the right fit for you.
Please do stay connected. Have a great day.
I’m sorry again for your experience with [complaint reason]. I can understand how frustrating it must have been expecting [something] and receiving [something different].
After looking into the issue, I’m pleased to be able to offer you the following options:
I’ll take your lead on how to proceed from here, but I hope one of these solutions will help make up for the challenges you’ve experienced.
You can find more email templates here.
Live chat is great because it allows customers to connect with you within seconds in real-time, and shy people are much more comfortable with voicing their concerns through a text chat rather than on the phone. Besides, more often than not, the first message in a live chat is an automatic response sent out almost immediately.
It is also much easier for a customer support representative to handle a furious customer through a live chat than on the phone, so it’s a win-win for both parties involved.
You can find more live chat templates here
Phone calls are the most complicated to handle. Not only do you need to be able to answer all of your customer’s questions, but you also need to remain calm, polite, and helpful.
This is especially challenging when on the other end, there is a person that’s in, let’s say, a not-so-great-mood.
You can find more phone call templates here.
Any of these templates, sample messages, and scripts will save you some precious time during your support shifts.
By having some predefined messages always at the ready, you will be able to provide immediate responses to your customers and effectively resolve problems in a much more swift and professional manner.
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