The 15 Best Ways To Respond To Customer Complaints

Customer complaints are a part of every brand's life. There are many reasons why clients complain, including misinformation, disappointment, defective products, and many others.

Responding to this feedback is a vital task for customer service teams. Complaints and other negative information present an opportunity to rethink your services and offerings.

The challenge of how to respond to an unhappy customer email can be tackled at an individual level with the right tools.

On an individual level, thoughtful responses can transform unhappy customers back into satisfied clients. As artificial intelligence (AI) tools become more widespread, it’s important to choose a solution with natural language processing that understands a customer’s true intent, issue, and complaint.

Explore 15 customer service email templates of how to respond to customer complaints, including how natural language processing can help you provide a good customer service.

These examples are just some of resolving customer complaint examples that can be generated with the help of AI tools.

1. The customer tried your product but it doesn’t match the advertisements

This customer might be struggling with misinformation or assumptions about your product.

There are a few potential outcomes to this situation.

If your product or service does do what the customer wants, they might need additional education to use it.

If your customer has a need you can’t meet, you should allow them to return or exchange the item.

Hi {{Customer Name}},

We are so thankful you decided to contact us.

Regarding your problem with our product, I recommend following this {{Link}} to our User Guide, the chapters most interesting for your case are {{Chapter Number}} and {{Chapter Number}}. Also, we always recommend following the {{Link}} to our FAQ page.

We are so sorry that the product doesn't match your expectations so we, therefore, encourage you to also use the chat option on our website should you have any other issues with the product.

We hope this helps and that you start using our product with joy!

If not, the option to return or exchange the product is always available in less than 3 business days, please check the details {{Link}}.

Kind regards,

{{Agent Name}}

2. Your customer has been waiting but nothing is fixed yet

Depending on the customer's situation, resolving the issue can take time.

Customer service automation software such as EmailTree can use sentiment detection to identify frustration from clients facing a long wait time or other issues.

Automation allows these customers to be escalated to the top of the service queue to have their issues addressed as quickly as possible.

Hi {{Customer Name}},

We thank you for reaching out to us. Regarding your ongoing problem, we have our agents working on the issue as we speak.

I have personally checked the status of your ticket and it will still be at least a day until the problem is completely resolved. However, once it is done you can go back to seamlessly using our product.

We thank you for your patience while we improve our products and services.

Kind regards,

{{Agent Name}}


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Learn how to reduce your first response times by automating the prioritization of tickets, analyzing their urgency, risk, sentiment.

3. The last person the customer talked to wasn’t able to help

Customers with ongoing issues may have spoken to many representatives in your support team.

For example, a customer may have talked to both a salesperson and a manager in-store, then called a helpline, then sent in an email complaint.

Using a common knowledge base on products, services, and terms and conditions allows you to streamline and optimize responses no matter what medium you use to communicate.

Hi {{Customer Name}},

First, let me say we are sorry that you were unable to find a solution to your problem. 

Let me continue by promising I will do my very best to help you and will be at your disposal until the issue is resolved.

Please fill out the form on this {{Link}} so I can gather all the details needed to start problem solving.

I will reach out to you soon with a plan and schedule to solving your issue.

Kind regards,

{{Agent Name}}

4. The customer is generally unhappy with your service

When someone makes a customer service complaint, they’ve reached a certain threshold of frustration with your product.

The root of their unhappiness may be valid, such as in customers who received defective or damaged items.

Customers can also be concerned with issues far outside the scope of your brand, such as people worried about outlier situations.

Either way, you can help customers feel better by validating and acknowledging their unhappiness.

Here is an example of a customer complaint and resolution:

Hi {{Customer Name}},

Firstly, I would like to start by saying how much we appreciate when you reach out to us – your feedback is very important to our business. 

When it comes to the issues you have mentioned, while we have no means to solve {{Issue 1}}, please know that {{Issue 2}} is about to be solved with a new update to the product coming this August.

Since your happiness is so important to us we have decided to gift you with a free coupon for the updated product, meaning you will be one of the very first users to enjoy the benefits of our redesigned product! 

We hope this makes your day even a little happier.

Kind regards,

{{Agent Name}}

5. The client is too angry to describe their problem

It can be challenging to communicate issues through text, especially for clients who might not know technical terminology.

Asking additional questions help clarify your customer’s issue.

When prompted, most people supply more details about their problem.

Hi {{Customer name}},

Thank you for reaching out to us.

I want to apologize for any inconvenience this problem has caused you.

I must ask you for another moment of patience while I fully understand what is going on. Could you please walk me through the details of the problem in chronological order from the beginning, tell me exactly when it started and how it evolved…

Or, fill out the details in this form on our website – {{Link}}.

With this information, I am sure we will solve your problem in no time.

We are waiting for your details and are happy to help.

Kind regards,

{{Agent Name}}

6. The client feels let down or betrayed by your brand

A customer’s brand loyalty can be delicate for users at all stages.

Your first-time customers may give up after a negative experience with your product. Even loyal customers can feel unsatisfied when their favorite products stop working.

Customer service responses should accept responsibility for negative experiences.

A simple, honest apology can help users feel more appreciated and possibly save customer relationship.

Some of the best company responses to complaints can be found in precisely situations such as this.

Hi {{Customer Name}},

Thank you for reaching out to us with your feedback.

While it is very sad for us to hear that you are no longer satisfied with our product it is necessary to take your valid criticism to heart so we can keep improving, and for that we thank you.

We would also like to apologize for disappointing you and promise that we will do our very best to make it up to you.

After all, loyal clients such as yourself are the backbone of our company – we never forget that.

Faithfully yours,

{{Agent Name}}

7. The customer starts repeating themselves

When customers start to repeat themselves, that’s a clear sign that they don’t feel heard.

There are times when your customer repeats the same message on social media, through email, or even on the phone.

This is a clear sign that they don't feel heard, and they may have a negative customer experience as a result

Sentiment detection is ideal for such situations. This AI can detect a person’s true meaning, then send the unhappy customer to the top of the service line to have their issue addressed quickly.

Hi {{Customer Name}},

After reading your message and your description of the problem I immediately went to review your account, especially the information about the overdue shipment.

Please be sure we have agents resolving the matter as we speak, and that we are taking this problem very seriously.

Please rest easy knowing that this will be resolved by our capable agents in the coming days.

I must once again apologize if this has caused any inconvenience for you.

Kind regards,

{{Agent Name}}

8. The client is overly negative or becomes aggressive

Customers can become aggressive or hostile, especially when they’re not face-to-face with their service representative. Email conversations have an emotional remove that can feel isolating.

Your team can model positive reactions and pleasant behavior to influence a customer’s attitude.

Sentiment detection tools like EmailTree identify when customers are particularly unhappy, then respond to them in a positive but respectful way.

With the help of the right tools, you can develop the best responses to rude customers.

Hi {{Customer Name}},

We are happy to share that we are one step closer to solving your problem. I have identified the main issue and now I just need a few more details from you before our agents fix and close the issue. 

Please specify {{Detail 1}} and {{Detail 2}}.

Once we have this information, please be sure your problem will be solved in no time!

Kind regards,

{{Agent Name}}


9. The client uses partial statements that are hard to understand

Digital communication lends itself to brief statements, text shortcuts, and emojis. Texts, online comments, and direct messages are often short, so many people use similar patterns in help desk chats and emails.

Your customer service team should ask for more details whenever customers aren’t clear.

Natural language processing capabilities help AI chatbots recognize a lack of information, then act to get more details.

Hi {{Customer Name}},

I’ve considered your problem and it seems quite challenging.

Could you please describe the problem itself in more detail?

For example, here is what I would find especially helpful: {{Detail 1}}, {{Detail 2}} and {{Detail 3}}.

Looking forward to hearing back from you.

Kind regards,

{{Agent Name}}

10. The customer is getting impatient without an answer

When it comes to solving customer requests, some take longer to address than others, but it is always critical to keep in mind your customers' satisfaction in the process.

Depending on the situation, your team might need to confirm account information, contact other departments, arrange for manager approval, and more.

However, it’s important to keep the customer updated throughout this process. Regular status updates help your clients feel included, not abandoned.

During live conversations, you should let the customer know how things are progressing every few minutes. Automated daily updates are appropriate for email interactions

Hi {{Customer Name}},

I’m contacting you to keep you posted on the status of your request. 

The last development has been today {{today’s date}} at 15:49 when agent {{Agent name}} from {{Department name}} contacted {{Agent name}} from {{Department name}} to confirm details about your account and payment processing.

We’re waiting for an answer, but we are positive there will be one soon.

We will keep you posted!

{{Agent Name}}

11. The customer found a better offer with your competitor

Today’s digital marketplace makes it easy for customers to shop around.

If a client finds a better deal at a competitor, your company will benefit in the long run by beating the offer.

Your competitors operate with the same market conditions and pressures as you do, so if they can afford a certain promotion, you likely can as well. It’s better to offer a discount for one transaction than to lose a customer to the competition.

Hi {{Customer Name}},

Thank you for notifying us about this, we appreciate the honesty.

We find our clients so very valuable to us, so we are more than willing to match the offer that was given to you with an additional 5% discount on top.

We hope you will consider staying with us.

Faithfully yours,

{{Agent Name}}


12. The customer keeps getting transferred to a new representative

Customers are often frustrated when their communications bounce back and forth between multiple departments or representatives.

Your company might have a perfectly valid internal reason for such a shuffle. However, having to deal with a new person on a constant basis can be disorienting for some customers.

Clients in these situations can feel like no one is taking ownership of the problem.

Intent detection technology can identify clients caught in these frustrating situations and reroute them to a single point of contact.

Hi {{Customer name}},

Let me apologize for the big number of agents that you talked to, without solving the issue.

I would like to reassure you that from now on I will be personally taking care of your issue and will inform you of all developments personally.

I will contact you again with a status update on your request.

Kind regards,

{{Agent Name}}

13. The client doesn’t feel like anyone cares about them

Clients should always feel valued by your brand, yet unhappy customers frequently feel lost and unseen by customer service. Natural language processing helps AI solutions recognize when customers feel unappreciated.

Such situations are ideal for automated tasks to rebuild customer loyalty, such as gift cards, gift codes, or complementary products.

Hi {{Customer name}},

I am contacting you to remind you how much we appreciate all our customers, and that includes you!

In honor of our great relationship, we would like to surprise you with a gift code that will be available for you for the next 48 hours on our website. Enjoy!

Kind regards,

{{Agent Name}}


14. The company has broken promises to the customer

Occasionally, a customer gets lost in the shuffle.

If you never sent a client’s order, missed a deadline, or otherwise broke their trust, it’s vital to rebuild your relationship.

Your brand should attempt to make up for the mistake by offering the full value back to the clients.

Send them a replacement item, renew their subscription, offer an account upgrade, or otherwise provide what they lost. If possible, give the clients something of greater value to show your commitment to making it right.

It is really useful to have refund email templates or gift email templates that can be used and reused with ease.

Hi {{Customer name}},

I am contacting you to apologize for this situation – this does not meet our normal standards. I am, on the behalf of the company, so very sorry if this has caused you any inconvenience. 

We would like to offer you a token of appreciation to make up for our actions. 

We have renewed your subscription for another month free of charge. I hope this slightly brightens this unfortunate situation and that you will enjoy another month of subscription to our platform.

Kind regards,

{{Agent Name}}

15. The client’s initial problem is solved

You may have solved your customer's main problem, but do not end the conversation without asking for more information. The customer may have a small complaint or question that you can answer.

You can use automation to ask such questions after the ticket has been closed.

Hi {{Customer name}},

I am delighted to confirm we have solved your major problem.

If you have any further questions or need assistance please contact me, I will be glad to help.

I will be closing the ticket {{ticket number}} shortly, however, you can always reach me via email.

Kind regards,

{{Agent Name}}

Always Respond to angry customer complaints

Negative feedback can be challenging, but every complaint offers a powerful opportunity for your brand to improve.

Aim to answer your customer complaints with understanding, empathy, and a positive attitude.

An intelligent customer service automation software allow you to thoughtfully respond to clients so you can improve your brand’s reputation, one customer, at a time.

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