NexoPad

Apology email for poor customer service (template)

When the problem was how the customer was treated: own it, explain what changes and win back their trust.

Support/poorserviceTone: Sincere · 76 words

Apologize for poor customer service

/poorservice

In NexoPad this fills in by itself, from Gmail, WhatsApp or your help desk.

Gesture

Preview

Hi Name, Thank you for telling us about your experience with our team on Date or channel. You're right: What went wrong in the service is not how we want to treat our customers, and I'm sorry. I've shared your message with the team, and What changes from now on I've also added a credit to your account for your next order. If you're willing to give us another chance, you can write to me directly at this address and I'll handle it personally. Sincerely,
Use it with a shortcut

When to use it

Use it when the complaint is about the service itself (a rude reply, being passed around, promises not kept) rather than a product fault. Send it from a person with a name, ideally a team lead, and only once you can say what will change.

Tips

  • Agree with the customer before explaining anything: "you're right" calms more than any reason.
  • Never blame a colleague by name; take responsibility as a company.
  • Give them a direct contact so they don't have to start over with the queue.

Short version

Hi [name], you're right: [what went wrong] isn't how we want to treat customers, and I'm sorry. From now on [what changes]. Write to me directly if you need anything.

More examples in our guideHow to write an apology email to a customer (14 examples)

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 /poorservice.

  3. 3Fill in and done

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

Free

Type this template with /poorservice on any website

NexoPad types it for you in Gmail, Outlook, WhatsApp Web or your help desk. You just fill in the details.

Add to ChromeFree · Chrome Web Store
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  • Installs in 2 clicks
  • Works on any website

What this template saves you

By hand337 charactersWith NexoPad/poorservice + 5 details
You save~1 ha week

Rough estimate: about 5 characters per second by hand, plus 5 s per send, 5 days a week.

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Calm down an angry customerTo lower the tension with a very upset customer: acknowledge the problem, take ownership and give a clear plan./angrycustomerViewApologize for a long waitFor when the customer has already waited too long: apologize without excuses and finally give them an answer./longwaitViewOffer a service credit after an outageTo compensate a customer affected by a service failure with an account credit and explain what has been fixed./servicecreditView