In order to ensure that your email will consist of all the required details to fix the occurred issue, we are happy to share our email templates with you. As a customer service support you are required to answer product, service, and technical questions. To follow communication procedures, resolve customer problems, greet customers warmly. To be able to have more time to fix the problem, you can prepare templates that you can send to several clients at the same time so you wouldn’t need to type anytime. Below you will find several sample emails for customer service that we hope will be useful for you.
EXAMPLE
Subject: A major outage update for customer (CLIENT’S NAME)
Hello John,
We are experiencing a major outage on our network at the moment. Our (RESPONSIVE) team is still investigating the network.
We sincerely apologize for the disruption caused.
Thanks for your patience during this time.
Should you have any queries please do not hesitate to call us!
Best Regards, (YOUR NAME)
EXAMPLE
Subject: Follow up – new ticket created
Dear Sonny,
I’d like to acknowledge your communication and assure you that we are taking your issue very seriously. We are collecting the information presented so that we may have a better comprehension of the situation you are describing. We request your patience and understanding while we process your request internally.
Your request is being tracked under the ticket (NUMBER).
Please reference it in all communications pertaining to this matter.
Thank you for your patience.
Best wishes, (YOUR NAME)
EXAMPLE
Subject: IMPORTANT – Connection lost
Dear IT team,
This message is to update you on your (YOUR COMPANY NAME) trouble ticket created for loss of service connection issues. Through troubleshooting, our team has noticed that the site has been down for over X hours.
(YOUR COMPANY NAME) will be following up shortly with the point of contact designated in this specific trouble ticket, and/or, the corporate support contact for this premise, to ensure service validation, and, confirm ticket closure.
You will receive further status as it becomes available.
Thank you for your patience and understanding during this process.
Kind Regards, (YOUR NAME)
EXAMPLE
Subject: Potential impact – IMPORTANT MESSAGE
Dear (CUSTOMER NAME),
Please note that (YOUR COMPANY NAME) has detected a potential service impacting event.
Our monitoring systems show the site to be unreachable. To aid our investigation could you please verify the power, cabling, and where possible reload the (YOUR COMPANY NAME) router.
Once these checks are complete could you kindly share feedback? If the service remains down could you provide us the following information?
Site Contact Name:
Site Contact Tel:
Access times to site:
Looking forward to your response.
Thank you in advance.
Best Regards, (YOUR NAME)
EXAMPLE
Subject: Resolved issue
Hi Sarah,
We’d like to let you know that we’ve resolved the issue with your service.
If this trouble ticket has not been resolved to your satisfaction, please contact us within 24 hours upon receipt of this notification to re-initiate work on the issue.
Alternatively, if you take no action this trouble ticket will be automatically closed. If the issue resurfaces once the trouble ticket is closed, a new ticket needs to be created to troubleshoot.
Outage Start Time:
Outage End Time:
Thanks for your patience during the outage.
We are wishing you a great day ahead!
Best wishes, (YOUR NAME)
EXAMPLE
Subject: Status of trouble ticket – (NUMBER)
Dear Customer,
You had recently called in to (YOUR COMPANY NAME) to check the status of your trouble ticket. Please be advised we are currently pending an update from the local exchange carrier on a dispatch commit time to check the equipment onsite. We are escalating internally and will be reaching out for updates on that dispatch commit time.
Please allow time for the provider to isolate the issue. Our team will follow up with the customer to provide further updates.
Thank you for your continued patience.
Best Regards, (YOUR NAME)
EXAMPLE
Subject: Trouble Ticket (NUMBER)
Dear Customer,
Thank you for reaching us!
We are currently investigating the reported trouble and will update you with our findings shortly. We will continue to provide updates until resolution.
If you would like to add additional information to this ticket please update ticket notes via (NAME OF YOUR COMPANY ONLINE PORTAL) portal. You can review trouble ticket status via (NAME OF YOUR COMPANY ONLINE PORTAL): https://nameoftheportal.com.
In the meantime, please feel free to contact me if you need more details.
Kind Regards, (YOUR NAME)
EXAMPLE
Subject: Update – ticket number – #1111
Dear Customer, We have isolated the trouble within our network and we have involved the required team to assist us to restore your services at the earliest, please be assured we will follow up with the involved team and will pass the information as it becomes available.
Your ticket number is #1111.
We will follow up on MM/DD/YY at HH: MM or earlier as new information becomes available for us.
Thank you for your understanding.
Regards, (YOUR NAME)
Your aim is to ensure excellent service standards and maintain high customer satisfaction. Customer service representatives are the first line of contact with the customers and they need to have a positive attitude and to use polite language in their emails. Furthermore, to be fast and have the ability to solve customer’s issues. Our sample emails for customer service are straight to the point to understand the customer’s requirements and find the best solution for their needs.
