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Customer Service Response Email Letter Template

Customers write all the time and they want a well written answer.

Creating a customer service response email template can save you a lot of time.

Whether you use programs for creating such a letter format or you use code writing, you have several tips that you should keep in mind.

  1. A well written letter for a customer service email is the best way to maintain a good customer-provider relationship. Make sure you reply as fast as possible, if you can no later than 24 hours.
  2. The email should provide a way to solve the problem in an easy way for the customer.
  3. Include the issue that the customer has informed you about in the subject line, and write something specific.
  4. Personalize the email: address the customer using his or her name, and don't use anything like Dear Customer.
  5. Be positive in your tone.
  6. Provide clear step by step instructions and solutions. For this you can use bullet points or lists for example.
  7. Remember that the skill level of the customer is not as high as yours.
  8. Give a chance to the customer to contact you in another way as well if something doesn’t work and offer your assistance for further issues.
  9. It is also useful to send links to your FAQ page.
  10. At the end of the email thank the customer for using your services or for having purchased your product.

Example letter

Subject Line: Refund for your 18 Forever cocktail dress

Dear Ms. Hopkins,

I understand that you have had trouble with the dress you purchased from out store 18 Forever, our black velvet cocktail dress. I understand that you are eager to get your money back after noticing a flaw in the material of the dress. We are very sorry for the inconvenience.

You can return the dress for a full refund. Please fill out the refund form that I have attached to this email and send it with the dress to the address found on our website. We will refund your purchase in 10 business days. Thank you for your patience and please contact me for any further questions.


Melanie Gray
Customer Service Manager
18 Forever