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10 Free Customer Service Email Templates to Tackle Every Situation

Mathew Maniyamkott

Last Updated:  

4 April 2024

11 min read

Looking for customer service email templates to handle certain support situations? Want to craft engaging customer service emails? In this article, we’ve put together a collection of the best customer service email templates for various scenarios.

10 Customer Service Email Templates

Creating Customer Service Email Templates:  Best Practices

Whether it’s addressing concerns, answering queries, or celebrating milestones, the right tone and content can make a world of difference. Here are some best practices to ensure your customer service emails stand out for the right reasons:

  1. Personalization is Key: Begin by addressing the customer by their name. It adds a touch of warmth and shows that the email isn’t just another generic response.
  2. Be Clear and Concise: Respect your customer’s time. Be direct, and avoid jargon. Ensure your email is easy to read and gets straight to the point.
  3. Empathy Goes a Long Way: Show genuine concern. Use phrases like “I understand how you feel” or “I’m truly sorry for the inconvenience.”
  4. Actionable Solutions: Don’t just acknowledge the problem; offer a solution. Whether it’s a refund, replacement, or another form of redress, be clear about the next steps.
  5. Encourage Feedback: End your email by inviting customers to share their feedback. It not only provides insights but also shows that you value their opinion.
  6. Professional Sign-off: Always close with a professional yet warm sign-off like “Warm regards” or “Sincerely,” followed by your name and position.
  7. Responsive Design: Ensure your email format is mobile-friendly. With most people checking their emails on phones, a responsive design ensures readability across devices.

Here are the 10 reliable customer service email templates that you can use in any situation:

1. The questionnaire email

First things first, customer service emails aren’t fun. We know it, you know it. Since customers get a lot of requests to complete tons of customer feedback forms, you need to be crafty so that they will feel like opening the email and responding to it.

Email template when sending questionnaires

Hi [customer],

Thanks for your recent purchase with us.​
Hope you are enjoying using our product.​
Could you do us a small favor by letting my team know how satisfied you are with the product? You can also use this survey to fill out your grievances if any. It will be a short survey form so that you aren’t inconvenienced.​
We appreciate your time and for choosing us.​
Great day ahead.​

[your name]

Here’s how SurveySparrow helps you send NPS surveys or customer feedback surveys over emails.

Personalized NPS email surveys
SurveySparrow’s Personalized NPS email surveys work like magic!

Sign up for FREE to try this email template now!

Businesses including Lego, Godrej, and OYO use online survey tools like SurveySparrow to pick the brains of their clients. From sending NPS (Net Promoter Score), and Customer Effort Score (CES), to other questionnaires, you will be sending a lot of email correspondences.

2. Response to an angry customer

Do not respond to angry emails immediately as you might be consumed with emotions. Your customers are people too with fluctuating emotions and with their own problems. Here’s a customer service email response example to calm your customers.

Email template for an angry customer

Hi [customer],

I am extremely sorry that you had such a terrible experience with us.​
We care about serving our customers and we have always believed that we leave no stone unturned to make it possible. Unfortunately, it seems like that’s not the case as we couldn’t keep you happy.​
I hate to let you go, but is there anything that we could have done to make your experience with us better? We understand how upset you would be and I would like to apologize again for the trouble that you had to go through.​
We wish you all the best. Let us know if we can be of assistance in any way.​
Great day ahead.​

[your name]

3. Customer follow-up

There are two kinds of follow-up emails:

1. When a prospect reaches out to you in the initial stages

2. When you send an email to a customer asking how they liked using the product.

Customer Service Email Templates for follow-up

Email template when a prospect reaches out to you

Hi [prospect],

Thanks for reaching out to us.

We understand that you are interested in Product A based on the form that you filled out. I have attached a few documents that will help you get a detailed understanding of the product.

Based on your industry, I have sent a special report which will help you understand how our product A will be specifically helpful for your business.

Would love to discuss this further over a call. You can choose a time based on your availability next week and we can schedule the call.

In the meantime, let us know if you have any other questions.


[your name]

Email template to a customer asking how they liked using the product

Hi [customer name],

We are thrilled that you decided to join our family and are hoping that you share the same emotions.

Are you enjoying using our product? I am hoping that you feel you have made the right decision.

If it isn’t too much to ask, I’d love to know how you are liking the product. Shoot us any questions you have about using the product.

I am just an email away for any queries. Would love to hear from you soon.


[your name]

In sales, one of the most powerful things that you could do is to follow u. When someone reaches out to your business from any channel, it is your duty to go out of your way to get back to them and solve their queries. This is where you can use a virtual business card. Add it to your email so you can share contact details to help customers reach out to you.

A lot of businesses do not realize the importance of a follow-up, so most customers aren’t habituated to businesses getting back to them with a solid response. It forms a good impression and you are closer to finalizing the deal or you are helping them stay with your business.

4. Refunds

Not everyone is going to like your product and it is perfectly all right. If you have a refund policy, customers are going to use it to their advantage. Sometimes, the problem is not with either of the parties. Maybe it is not the right time for your customer to use your product. They might become your customer in the future. Never burn bridges with your customer.

When you get a refund request, you can send a refund email to the customer and let them know that while you are sad to see them go, you are hoping that you can rekindle the relationship in the future. Also, there are no negative emotions associated with this. You can use the below template as an email reply to customers asking for a refund.

Email template for Refund

Hi [customer name],

As requested by you, we have processed your refund and it should reflect in your bank account in 2-3 business days.

We are sad to see you go, but we hope that we could work together in the future where our product will be useful for your business.

If you are still on the lookout for other options, please do let me know, as I’d be able to help you choose other options that might be the right fit for you.

Please stay connected. Have a great day.


[your name]

Customer service email templates: When you get a refund request, you can let them know you are hoping to rekindle the relationship in future.

5. Responding to happy customers

If you ever thought why you would be responding to happy customers, then you are missing out on something huge. Learn from someone who loves you as to why they love you in the first place. Get them to respond to a survey and maybe even add a review on your app or a social media networking website.

Email template for happy customers

Hi [customer name],

Everyone at the office here is thrilled that you are happy with us. We couldn’t be more excited, this means a lot to us. The promise is to keep you happy and we are gladdened that we could accomplish it.

Would you be kind enough to share your experience with us on this survey including a review that you can post on these social media websites? Our prospects would find reviews extremely helpful when they are searching for a similar product.

If you are interested, we could rope you in on our loyalty program which is exclusive to special customers like you. Reply with a ‘Yes’ and I’ll send you more details.


[your name]

6. Responding to needy customers

You will always come across needy customers no matter how good your support team is. Some of their queries might be reasonable while some of them could be not worth wasting your time on unless the account value is huge and the customer is eligible for such support.

Then, the customer service emails should be carefully curated because they are your paying customers. So it is a fine line that you need to cross because you don’t want to upset them and at the same time, you don’t want to give in to all of their whims and fancies.

Take care of this issue with grace and a lot of politeness, otherwise, they might end up badmouthing you for no fault of yours.

Email template for needy customers

Hi [customer name],

Thanks for reaching out to us with your queries. We would love to solve your issue and we think phone calls are the best way to go about it.

Would you love to get on a call with us to discuss this? Please do get back to us with your available timings and kindly leave a number so that we can call.

We look forward to taking care of your issues. Thanks for choosing us.


[your name]

7. Responding to customers who give feedback

These are the best type of customers, aren’t they? They go out of their way to tell you what they feel about your product and might even include one or two ways that you can make it better.

Use this opportunity to strengthen the relationship and graciously accept the feedback. A customer who sends feedback without any prompt cares about your business and is using feedback as a tool to get a feature that might help with their business.

Customer feedback, over the years, has evolved into one of the essential and crucial parts of running your business. High time you roll out a customer feedback survey if you aren’t doing it already. Oh, and if you are, feel free to check out SurveySparrow’s customer feedback templates.

Email template for customers responding with feedback

Hi [customer name],

Thanks for choosing us and we are extremely glad about that.

We are extremely grateful that you took the time to send us feedback about our product. We read through it and some of these suggestions seem insightful. I will pass it on to our product team to see if they could incorporate this in the upcoming versions. We will surely keep you apprised of it.

Would you be kind enough to fill in your comments in this feedback survey since we use it to keep track of customers’ comments?

Looking forward to hearing more from you.


[your name]

Here’s another customer service email template for customers who give their valuable feedback.

Customer service email templates: positive feedback letter

8. Email template to get in touch with a customer who has gone MIA

We all have customers who have gone Missing In Action (MIA). How? You don’t hear back from them when you send emails. Your email tracker says that they aren’t opening your emails.

They were enthusiastic users of your product and all of a sudden there is a muted silence from their end.

You want to know if you could help them in using the product better because they seemed to have stopped using it.

Email Template for MIA customer

Hi [customer name],

We haven’t heard from you in a while and we are worried.

Hope all is well on your end.

We see that you haven’t used our product of late. Would you like to talk to us about it? Maybe you would be able to use our product better after the call.

Is there any way we could be of help in using our products better?


[your name]

9. Responding to a technical support request

Emails aren’t the first option for most of your customers to send you questions that the technical support team would ask. Why? Because technical support issues are always urgent and an email query usually takes 1-2 business days for a response. But emails are effective if the customer doesn’t need immediate resolution because you can have detailed discussions (although it is a time guzzler).

Email template for technical support request

Hi [customer name],

Thanks for reaching out to us with your query.

Before we dive deep into it, can you give us more information about the issue you are facing here? When did you see this issue first? Has it been recurring? Did you get assistance from anywhere else?

Based on the above answers, I will get back to you with a resolution.


[your name]

10. Welcome email to a customer

Yay! You have a new customer. It’s time to celebrate. There are few things as satisfying for business as getting new customers. While you keep growing, complacency sets in and you don’t care about the newer customers that join you. Do not be that company. Make each of your customers feel valued.

Sending a welcome email to your new customer is pivotal to making them feel a part of your business. Let them know that they are important to your business and you will ensure that they will have a happy and productive journey with you.

Email template for welcome emails

Hi [customer name] ,

We are thrilled to have you on board!

I am glad that you chose to work with us and I’d like to take this opportunity to thank you on behalf of everyone at (insert company name).

You can use this link to get a deeper understanding of our products, how other companies use (product name) and what you can do to make it work for you. Subscribe to our blog and newsletter to learn more tricks on how to use our product to its best abilities.

If you want to know more, feel free to get in touch with me. I’m always there to help.


[your name]

Customer service email templates: Email Templates will help keep your branding and messaging consistent which your customers will appreciate immensely.

Benefits of using customer service email templates:

While you will need to be empathetic towards your customer and personalize your email, there is no harm in using template emails that will make the point.

Saves time

Imagine typing down the same content over and over again. If you identify certain issues that everyone is facing, prepare a set of customer service email templates that can be sent to your customers whenever those issues arise.

By following this strategy, not only will you have an email template for any kind of situation, but you will also be saving precious time for your customer service team.

Quick responses

With a pre-defined set of customer service email templates, you can get back to your customer complaints in a jiffy. The faster your responses, the happier will be your customers.

If you can get back to your customer in an hour when they are expecting your reply only after a day, you have delighted them and it will encourage them to reach out to you more in the future.

You don’t have to respond -” Will get back to you asap”

While the above response is the standard from most companies, your customers have seen this kind of message so frequently that it doesn’t offer them any solace.

Instead of sending an email where you ask them for more time, you can shoot back a reply with the right response if you have a set of customer service email templates ready for every situation.

Give structured information

Your customer might not be aware of your product and a long response each time they ask you for something can make them lose trust in you.

When you start sending emails using customer service email templates, you keep refining the content so that it looks extremely crisp and conveys the point in as few words as possible. Use bullet points or a step-by-step method where the information is passed in a clear way.

Consistent messaging across your brand

When you get a lot of related questions, you will be able to send them solutions that are the same across different platforms which reduces the confusion among your audiences. For example, if two customers ask the same query, imagine using different wordings to respond to it.

But hey, wait a minute. Before you get into the customer service email templates, do you know that customer feedback surveys and customer satisfaction surveys help you check your customer’s pulse frequently?

It helps you build loyalty and trust with your customers. Feel free to sign up for SurveySparrow for a 14-day free trial to create a one-of-a-kind customer experience.

So, without further ado, let’s get into the top customer service email templates.


When you face customer situations that are tricky, customer service email templates like the above will be your saving grace. It will also help you keep your branding and messaging consistent which your customers will appreciate immensely.

They are immensely helpful for your customers since these templates are readied after much deliberation because you want to be crisp and to the point. The above set of customer service email templates will keep you in the good books of your customers.

Mathew Maniyamkott

Guest Blogger at SurveySparrow

Regular contributor to various magazines. Passionate about entrepreneurship, startups, marketing, and productivity.

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