7 Successful Customer Service Email Templates You Need to Try

If you’re looking for an easy, plug-and-play way to ramp up your customer service email strategy, look no further than these seven templates.

Updated August 11, 2020

People love when things are tailored for them. We all love to feel special, heard, and understood. While it isn’t possible to tailor individual customer support emails for each and every one of your customers, the next best way to connect with your consumer base is through specialized templates.

They’ll help you bridge that personalization gap while saving you the precious time you need to get all of your work done for the day.

That’s why I’ve put together a list of helpful email templates that’ll help you connect with your customers on a deeper, more personal level. The sample emails I’ve written cover some of the most common customer service emails you’ll deal with and they’re easy to copy, adjust, and implement into your strategy.

Here are 7 successful customer service email templates for your small business.

  • Email Template 1: Responding to an angry customer
  • Email Template 2: Technical support
  • Email Template 3: Welcome email
  • Email Template 4: Asking for customer feedback
  • Email Template 5: Refunds and returns
  • Email Template 6: Service renewal reminder
  • Email Template 7: Responding to a happy customer

Email template 1: Responding to an angry customer

Let’s start with a difficult one. Angry customers are always a challenge, but with the right tone and direction, you can turn a frustrated customer into a loyal customer. Here’s the basic structure for a customer complaint response.

[insert customer name],

I apologize for the inconvenience you’ve experienced with [insert product or service]. We at [insert company name] are always trying to find new and innovative ways to provide you with an exceptional customer experience and we want to help make this right.

Please contact me at [insert phone number] and we will do everything we can to make this situation right for you.

If you have any questions, concerns, or comments, please email us at [insert email address]. Thank you for taking the time to contact us.

All the best,

[insert name]

The key to dealing with a customer complaint is by being understanding and attentive to their situation. If you’re looking for additional information on dealing with angry customers, please read more about it here:


Email template 2: Technical support

Luckily, not every customer with an issue is angry, so what if a customer reaches out with a technical problem? Not to worry, we’ve got you covered with this email support template.

[insert customer name],

I’m sorry for the inconvenience. I’m more than happy to help you with this issue.

Would you mind giving me a more detailed explanation of your problem so I can better understand how to help you? This would include when the issue started, how persistent the issue is, and what you’ve done so far to remedy it?

If the problem is difficult to write out, contact me at [insert phone number]. I’m happy to take your call.

All the best,

[insert name]

If you customer isn’t angry and is only looking for answers then it’s best to keep the tone friendly and helpful. This template will help you gather more context about the situation so you can deliver the right solution the first time.


Email template 3: Welcome email

Let’s move onto something easier and lighthearted. Your welcome email is a simple and effective way to show you care about your new customers. These welcome emails should include any relevant information the customer will need to know about your product or service, such as what to expect and when to expect it.

[insert customer name],

Welcome to [company name]. We are so glad you chose us and we’re looking forward to giving you the best experience possible.

Before you get started with our service, we want to let you know about the resources available to you as a member of the [team, family, etc.]. We provide all kinds of information and support, including:

  • [List of resource hyperlinks]

If you need any additional help, we are happy to take your call at [insert phone number].

Thanks again for trusting us with your [insert service] needs.

All the best,

[insert name]

This is one of the easiest emails you’ll ever have to send to your customers. Just make sure the process is set and automated so you never miss a new customer.


Email template 4: Asking for customer feedback

We’re gonna keep this rolling with another easy email template to send out. This time we’re going to ask for customer feedback, which is a crucial component for delivering a quality customer service experience.

After all, what better way to make your customers happy than discovering what they’re looking for with your product or service?

[insert customer name],

Thank you for [you recent purchase, your continued subscription, etc.]. We strive to make your life easier through [explain product or service] and because of that, we are hoping you can take a few minutes to share your thoughts.

If you can spare five minutes, please take the time to fill out our customer survey here [insert hyperlink]. This feedback is very important to us and your thoughts will help us provide better experiences for you.

Thank you again for your time.

All the best,

[insert name]

If you can manage it, you can even add in little incentives in your email to motivate your customers to provide this feedback. Whatever you do, make sure your customer knows this feedback will benefit them.


Email template 5: Refunds and returns

You can’t win them all. Sometimes you have to make amends with your customers through cancellations, refunds, and product returns. Keep in mind, these customer care emails will determine whether or not you can salvage this relationship.

[insert customer name],

We’re very sorry our [product or service] didn’t meet your expectations, and we hope to make this right. We’ve processed your [refund, return, exchange, or combination of these three] and you should expect to see these funds returned shortly.

If there is anything else we can help you with, please contact us at [insert phone number].

All the best,

[insert name]

Some of the best refund and return emails have completely changed my opinion of a company based on the tone of their response and the action they plan on taking. I’ve even recommended companies based on their response to refund and return requests.


Email template 6: Service renewal reminder

It’s never a good idea to surprise your customers with renewal charges. We all have a million things going on in our lives, so it’s hard to remember when a service is about to renew its subscription. That’s why it’s important to send out a renewal notice email.

[insert customer name],

Hope you are enjoying our service. This is just a friendly reminder that your subscription is set to renew on [insert date here]. If you need to update your payment information, make sure you visit your account settings to make those changes so you won’t experience any service interruptions.

If there is anything we can do to help you with your account, please feel free to reach out to us at [insert phone number].

All the best,

[insert name here]

While many of your customers will choose automatic payments, this will also prompt others to renew their subscription manually if that’s how they’ve set up their account.


Email template 7: Responding to a happy customer

These are the emails that really make your day. Sometimes it’s nice to receive kind words from your customers. Since they took the time to commend you and your product, you should repay their kindness with a grateful response.

[insert customer name],

Thank you so much for your kind and constructive feedback. We love hearing from our happy customers and we work tirelessly to provide a seamless experience for all of you.

If you wouldn’t mind taking a moment, we would be grateful for a short review of [our product/service] on [insert website here]. Either way, please let us know if there is anything else we can do to make your experience even better.

All the best,

[insert name here]

Email support isn’t that complicated and a little acknowledgement goes a long way to create a loyal customer base.


Customer support is more than just well-worded emails

There are countless examples of good customer service outside of the world of templated emails and we at The Blueprint want to help you build a rock solid foundation with your customer base.

That’s why we are consistently putting out helpful guides on customer service skills and releasing detailed customer service software reviews. If you want the latest and greatest beginners’ guides, how-to articles, and software reviews, subscribe to our newsletter below.

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The Motley Fool has a Disclosure Policy. The Author and/or The Motley Fool may have an interest in companies mentioned.