When you offer customer support services, you are likely to come across angry customers now and then. Since you’re in the business to serve customers, you have to go the extra mile to handle them, irrespective of whether the reason they are angry is justified or not. 

Every customer who is unsatisfied or unhappy while leaving is likely to tell 15 friends how terrible your company is. This makes it even more important to handle angry customers with care. 

This article will help you understand how to handle and respond to angry customers over email with templates. 

How to handle customers who are angry before they email?

There will be customers who will be frustrated and angry with you even before you get a chance to explain yourself. But, the good news is, these customers are easy to handle. Let’s take an example to understand how to handle customers who send an angry email. 

How to Handle Angry Customer

Customer email sample

I can’t believe how bad your customer service is. Not only you took so long to deliver it, but you sent me the wrong product. How can you guys be so irresponsible? 

Mistakes happen, and it’s natural to get angry when you are waiting eagerly for a product but receive a wrong shipment. To respond to an angry customer like this, craft a response that demonstrates empathy and that you are doing your best to rectify the mistake. 

Reply template

Hey [first name],

Thank you so much for informing us about it. We’re sorry to hear that you received the wrong shipment. We understand that a mistake like this can be very upsetting, especially at this time of the year. 

We’ve shipped your order, and the correct items would be delivered to you by [date]. If you wish to track your order, here’s the link. 

We will follow up with you to ensure you receive the correct items by [date]. If you have any questions, please revert to this email or call us at [number]. 

Once again, we sincerely apologize for the mistake Mr./Ms [first name]

Email signature

How to handle customers who get angry during the interaction?

Some customers get angry during the interaction. It could be due to the delay in providing the resolution, they were expecting a different solution to their problem, or probably got some wrong information from the agent. Here’s an example.

Customer email sample

I don’t understand whether you guys want to help me or not. Earlier, you said you’d fix the problem, and now you’re saying that I have to call the seller to get a refund on the defective product? You guys are just cheating me of my money. I want to talk to your supervisor. 

How to Handle Angry Customer

Again, begin by empathizing with the customer. Accept the mistake and provide a resolution. Here’s how. 

Reply template

Hey [first name],

I can definitely understand how frustrating this could be for you. I apologize for the trouble. It seems like I have misunderstood your problem earlier. I know that contacting the seller could be troublesome, especially when you have more important things to do. 

But, please try to understand that according to our company policy, all the returns and exchanges must be made within 10 days of receiving the product. Now that you have contacted us after the return window is closed, we request you to contact the seller directly. 

Once again, I’m sorry for the inconvenience this has caused Mr./Ms [first name]

Email signature

How to handle customers who get angry after the interaction?

Some customers leave an interaction happily, but then realize that something didn’t go as good as it could have. Then they send an email mentioning they are not as satisfied as they were earlier. Here’s an example.

Customer email sample

Everything was good for the first few days, and now I’m facing the same problem again. What do you think? Should I stop all my work and start sending you emails every day? Or my time is not important? 

How to Handle Angry Customer

No one likes to hear this, especially after providing the solution once, right? But, you should be able to make the customer happy again, with a few tricks. Here’s how. 

Reply template

Hey [first name], 

Thank you for bringing this to my notice. I’m sorry you have to face the problem again. I’m escalating your issue to ensure it gets resolved asap

Meanwhile, can you please elaborate on what exactly is the issue this time? If you want, I can arrange a technician visit to your place. 

Email signature

Conclusion

When it comes to handling angry customers over email, there is no one-solution-fits-all because people handle their emotions differently. However, emphasizing with customers and assuring them a solution makes sense for the customer. It gives them a sense of confidence that you understand them and are doing your best to help them. 

Did we forget any important tips to handle angry customers? How do you respond to angry customers? Let us know in the comments.

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