NexoPad

How to respond to an angry customer: de-escalation email template

To lower the tension with a very upset customer: acknowledge the problem, take ownership and give a clear plan.

SupportTone: Calm92 words
Hi name, I understand why you're frustrated, and you have every reason to be: What happened should never have happened. Thank you for telling us so clearly. From now on I'm handling your case personally, so you won't have to repeat the story to anyone else. Here's what I'm going to do: 1. First concrete step 2. I'll update you by date + 1 day, even if it isn't fully resolved yet. If you'd rather talk it through by phone, tell me a time that works and I'll call you. Best regards,

The parts in blue fill in on their own, or NexoPad asks you for them when you type the shortcut.

How to use it in NexoPad

  1. 1Add it

    Click “Add to NexoPad”: it’s saved as a snippet, with its variables.

  2. 2Type the shortcut

    In Gmail, Zendesk or any website, type /angrycustomer.

  3. 3Fill in and done

    NexoPad asks you for the missing details and fills in the dates for you.