If you want a solid foundation for communicating with your customers, finding some customer service response examples is a great starting point. These templates help you respond quickly, maintain consistency across teams, and allow you to rely on what you know helps customers the most when they’re in need of your support.
Look no further. In this post, we give you 9 really handy customer service templates that you can use straight away.
Use AI to create new customer service responses—instantly
Have a specific scenario in mind? Use this Magical template generator to create a custom response for the exact scenario you're facing. You can get specific with your prompt (for example, you can ask for 'an email template apologizing for a billing error on the website') and even choose the tone of voice you want to use. To generate an unlimited number of email templates, add the free Magical Chrome extension to your browser.
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9 customer service response templates
We’ve organized these customer service response examples into all the common queries that your company is likely to receive.
Remember: while it’s good to use templates, personalizing your messages makes all the difference. Using a tool like an automated text expander (hint hint, Magical!) 👋 gives you the best of both worlds—a shortcut to templated responses, with a personal touch.
1. Thank you for contacting us
Letting your customers know how long your team will likely take to get back to them can help to manage their expectations.
Thank you for contacting us
Hello [customer name],
Thank you for contacting us. We’ve received your query and our team is looking into it.
We do our best to respond to every email within 24 hours, so you should be hearing back from one of our customer service team members soon.
Many thanks,
[Agent name]
[Company name]
Send
Important things to remember:
- Remind the customer that you received their email.
- Always give a timeframe in which you will respond, and get back to them within this time (even if the issue isn’t fully resolved).
- Provide contact details so that they can reach out to you with anything else.
2. An update on your issue
You’ll often find that customers are far more forgiving than you expect. Giving them an update in good time will help to keep them on your side.
An update on your issue
Dear [customer name],
We just wanted to give you an update on your [issue].
Our team is still looking into it, but it’s taking slightly longer to resolve than we initially anticipated. Please be patient with us. We’ve prioritized your request, and expect to have an answer for you within the next two working days.
All the best,
[Agent name]
[Company name]
Send
Important things to remember:
- Reassure the customer that they are a priority and that they haven’t been forgotten.
- Commit to a timeframe and get back to the customer within this time.
3. Closing your ticket
Let your customer know once you’ve resolved their issue. You can also use this opportunity to check whether they have anything else they want to chat about.
Closing your ticket
Hello [customer name],
Thank you again for taking the time to let us know about [issue] today. We’ve implemented your request and [explanation of solution].
Is there anything else that we can help you with? If so, you’re welcome to respond to this email or give us a call if you have any further questions or concerns.
All the best,
[Agent name]
[Company name]
Send
Important things to remember:
- Put their mind at ease by providing a comprehensive explanation of how the issue was resolved.
- Make yourself available for any further queries.
4. Responding to an FAQ
Sometimes, drawing a customer’s attention to an issue you’ve already dealt with in the FAQ section of your website can help to prevent them from contacting you unnecessarily in the future.
Responding to an FAQ
Hello [customer name],
Thank you for your question about [topic].
You’re not alone in wondering about that—we get that question quite a lot.
[Provide a brief, but informative, answer]
If you’d like to find out a bit more, the FAQ page on our website deals with this and a few other issues that you might find interesting: [insert link]. Alternatively, you’re always welcome to contact us if there’s anything else you’d like to know.
All the best,
[Agent name]
[Company name]
Send
Important things to remember:
- Even though this information exists elsewhere, don’t make your customer feel like they’ve inconvenienced you in any way—be helpful and polite.
5. Thank you for the feedback
Sometimes, first-hand feedback from your customers is exactly what you need to improve and innovate your products and services.
Thank you for the feedback
Hello [customer name],
Thank you so much for sending your idea through to us. We’re excited to take it to our team to see what they think.
We receive quite a few recommendations from our customers and, while we always consider these suggestions, many don’t make it into production unfortunately. This is because we have to consider quite a few criteria in our upgrading process.
That said, if your idea does get chosen, we’ll definitely let you know. It would be wonderful if you could test it for us before it gets rolled out.
Thanks again!
All the best,
[Agent name]
[Company name]
Send
Important things to remember:
- Be thankful for the time they’ve taken to write out a suggestion to you.
- Warn them that their idea may not be taken on board.
Customer service email response examples for complaints 😠
Managing complaints is a tricky business, especially if you’re dealing with rude or aggressive customers. These templates will help to earn back your client’s trust.
6. Product not received
Whenever you deal with complaints, be polite and solution-orientated. You might be able to turn a grumpy customer into a happy one.
Product not received
Hello [customer name],
Thank you for letting us know that you didn’t receive your [product] as planned on [date]. We’re really sorry about this, and can imagine how frustrated and inconvenienced you must feel.
We have looked into the matter and are resolving it internally to ensure that it doesn’t happen again. In the meantime, we’ve also shipped a replacement to you overnight. It should be with you tomorrow. You can track it here: [insert link].
[Optional, depending on the value of the customer:] We really appreciate your business and would also like to offer you [dollar or percentage discount] off your next purchase with us. Simply enter [discount code] when you order from us again.
If there is anything else that we can do to help, please let us know.
Sincerely,
[Agent name]
[Company name]
Send
Important things to remember:
- Make an apology, but also show what your solution is quite quickly.
- Offer a replacement as quickly as possible and/or a discount.
7. Billing error
Billing errors tend to ramp up customers’ sense of frustration pretty quickly. No one wants to pay more than they’ve agreed. Be as helpful as you can.
Billing error
Dear [customer name],
We’re sorry to hear that you experienced a billing error on your last statement. Thank you so much for making us aware of this issue.
As discussed with you on the phone a short while ago, we have issued you a credit note, which will reflect on your next statement. We have also adjusted the recurring billing amount to [dollar amount], and believe that this problem shouldn’t happen again.
We appreciate your business and look forward to providing a better service to you going forward.
Sincerely,
[Agent name]
[Company name]
Send
Important things to remember:
- As above—apologize, but make sure you demonstrate that you’ve implemented a solution, too.
- Discounts or other promotions can also be offered, if necessary or appropriate.
8. Poor customer service
Always pay attention to your customers’ customer service complaints. They help you to see where you’re going wrong.
Poor customer service
Dear [customer name],
Thank you for taking the time to let us know about your recent customer service experience. We’re sorry to hear that you weren’t satisfied with your encounter with us.
We take any customer service complaints seriously, and use them to inform how we can better serve our customers in future. We’re already looking into what happened in an effort to make sure that it doesn’t happen again.
We’d like to offer you [discount, gift voucher or special offer] in an effort to win back your business.
We hope to see you again.
Sincerely,
[Agent name]
[Company name]
Send
Important things to remember:
- Emphasize the fact that you have taken their experience seriously.
- If possible, offer some form of compensation.
- Most importantly of all, use this information to improve your customer service offering.
9. Following up
Following up is really important for retaining customers after they’ve had a disappointing experience. It shows that you really value them.
Following up
Dear [customer name],
On [date], you contacted us to let you know you weren’t happy with [product] and we offered to replace it for you.
We believe that your new [product] arrived yesterday afternoon. We just wanted to make sure that you’re happy with it?
You can respond to this email to let us know what you think or if you’ve experienced any further problems. We’re here to help.
Sincerely,
[Agent name]
[Company name]
Send
Important things to remember:
- Have all your facts in place before you send this email out. If they haven’t, in fact, received their replacement, they’re likely to be doubly angry.
Having these response templates available to your customer service team through an app like Magical helps make the process quick and smooth.
With Magical's variables, you can automatically fill in your contact's details like First Name, Company, or even Product information into your message without having to toggle back and forth between tabs. For example, all those [customer name] fields would be automatically filled for you.
There’s no setup required—simply download the app and it works anywhere.
Roundup: how do you respond to customer service queries?
These templates should help you preempt and prepare for different situations, so you can quickly get back to customers and impress them with your awesome service.
When you customize these templates, here are some things to remember:
- Be polite. Always be professional in your responses. Please and thank you (and, where appropriate, a sincere apology) go a long way!
- Be succinct. Write short and to-the-point replies without being abrupt or terse. Be conscious of your customer’s time: just give them the information they need.
- Empathize. If you’re dealing with complaints, show that you’re aware of what your customer is going through and make it clear that you’re here to help.
- Find a solution. Whatever their request, find a way to resolve it as quickly as possible. Your eyes should always stay firmly on this prize. 👀
A tool to help you with your customer service responses: Magical
The best way to manage the customer service response process is to streamline it as much as possible. That's exactly what Magical does for you. Magical can generate new responses for you using AI, and then save your perfectly-crafted customer service responses as shortcuts. And with just two keystrokes, you can insert your message template and personalize the message with your contact’s details.
Magical can save you around 7 hours per week. This soon adds up when you have a whole customer service team using it. Try it yourself for free today.
