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A professional and empathetic email template for resolving customer support issues. Focuses on clear communication, solution presentation, and relationship maintenance.
Customers need both immediate resolution and confidence in future stability. This framework addresses both while maintaining a positive relationship.
Source: Customer Support Psychology and Service Recovery Research
Recap the issue and its impact
Explain the solution clearly
Share preventive measures
Hi [Name], [Summarize] Thank you for your patience while we resolved the [specific issue] you reported on [date]. I understand this impacted [specific work/process], and I appreciate you bringing it to our attention. [Outline] I'm pleased to confirm that we've resolved the issue. Here's what we did: 1. [Action taken] 2. [Technical fix implemented] 3. [Verification step] [Learned] To prevent similar issues in the future, we've: • [Prevention measure 1] • [Prevention measure 2] • [System improvement] [Verify] Please take a moment to verify that everything is working as expected. You should now be able to: • [Expected function 1] • [Expected function 2] [Educate] For reference, here are some helpful resources: • [Related documentation] • [Best practices guide] • [Quick tip sheet] [Delight] As a thank you for your patience, we'd like to offer: [Special consideration/bonus] Is there anything else you need assistance with? Best regards, [Your name] P.S. Your feedback helps us improve. Would you mind taking our quick satisfaction survey? [Link]
Include more technical details
Focus on business impact
Emphasize system changes
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