Respond to a customer complaint
Calm an upset customer by acknowledging the issue, owning it, and giving a clear next step.
When to use it
Use for support replies when a customer is frustrated. Lead with understanding, then the fix. Do not get defensive.
The template
Hi [Name], Thank you for letting us know, and I am sorry about [the problem]. I understand how frustrating that is, especially when [impact]. Here is what I am doing: [action]. You can expect [outcome] by [timeframe]. I will personally make sure it is sorted. If anything else is wrong, reply here and it comes straight to me. [Your name], [Company]
Pick a tone
Dear [Name], thank you for raising this, and please accept our apologies for [the problem]. We are taking the following action: [action], with [outcome] expected by [timeframe]. We appreciate your patience.
Hi [Name], I am so sorry about [the problem], that is genuinely frustrating. I am on it: [action], and you will have [outcome] by [timeframe]. Reply here anytime and it reaches me directly.
Hi [Name], sorry about [the problem]. I am [action] and you will have [outcome] by [timeframe]. Reply here if anything else comes up.
Common mistakes to avoid
- Defending the company before acknowledging the customer's experience.
- Hiding behind policy language instead of a human, specific reply.
- Promising a fix with no owner or timeframe.
Make it yours in seconds
Paste your details and let iTextwise tailor this message to your reader, then check the tone and meaning before you send.