The 10 MOST IMPORTANT customer
service templates you need when scaling
1
Poor service complaint
Dear friend,
I’m really sorry to hear you’re unhappy with [INSERT REASON FOR COMPLAINT]
It’s good that you took the time to let us know things weren’t right.
Comments like yours will help us get better and better at what we do, and our management team will follow up on the issues you
raised.
As a small gesture of goodwill I’ve sent out a small gift for you. I’ve also generated XYZ code for $10 off your next purchase with
us.
Although our service didn’t meet your expectations this time, I hope that in the future you’ll give us another chance to earn your
trust.
Your friends at,
Order Titans Customer Service
2
General Complaint
Dear friend,
Thanks for taking the time to let us know about ____.
I’m so sorry you’re unhappy about [INSERT REASON FOR COMPLAINT]. We want everyone to have the best experience
with us, so I understand how upsetting this must have been for you.
[INSERT FIX FOR CUSTOMER’S ISSUE]
Listening to customers like you helps us get better, so thanks again for letting us know we got it wrong this time.
I’ve passed your comments on to our team and we'll do everything we can to make sure you're 100% happy in the future.
I hope you give us a chance to earn your trust again in the future.
Your friends at,
Order Titans Customer Service
3
Shipping Delays
Dear friend,
Thanks for contacting us today
We’re sorry, but there’s been a minor delay in our warehouse and your order hasn’t been shipped yet.
Our shipping team is working hard to get everyone’s orders shipped out at this time and they expect yours to be
dispatched very soon!
You’ll get a shipping confirmation email as soon as it leaves the warehouse.
Thanks for your understanding and let us know if you have any more questions.
Your friends at,
Order Titans Customer Service
4
Edit/Cancel Order Already Shipped (too late)
Dear friend,
Thanks for contacting us today.
I’m really sorry but your order has already been shipped from our warehouse and can’t be cancelled or
changed.
We're super proud of how quickly we can usually ship our customer orders out, but this sometimes
means that there’s only a short timeframe to cancel or change an order.
Please let us know if there’s anything else we can do to help.
Your friends at,
Order Titans Customer Service
5
Website Issues with Checkout
Dear friend,
Thanks for getting in touch with us.
I’m sorry you’re having a problem with our website. Hopefully I can help things work a little more smoothly.
Please try these tips, which we’ve found often fix the problem:
1. Delete your temporary internet files and cookies. To get to your cookies, press Ctrl+Shift+Delete (in Windows) or
Shift+Command+Delete (on a Mac). Once you’re there, tick the box or boxes for ”Cookies” and ”Temporary Internet Files” and
then hit enter on your keyboard.
2. Try a different web browser.
Hopefully you’re able to place an order after trying these tips but if it's still not working for you, let us know.
Your friends at,
Order Titans Customer Service
6
Order “Delivered” Not Received
Hello friend,
Thanks for reaching out today!
I am sorry to hear that you have not received your order yet. I checked it out and it shows that it was delivered per the tracking below:
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9400109205568724046992
I will coordinate with the carrier while you can also check your local post office to see if the parcel shows up.
There are times that tracking shows delivered but it doesn't get dropped off until the next day or so.
If you still haven't received your package in 3 business days please let me know.
In the meantime, please don't hesitate to reach out if there is anything else we can help with.
Have a great week.
Your friends at,
Order Titans Customer Service
7
Need Order Info + Customer Info
Dear friend,
Thanks for contacting us today.
We'd love to help out! As some of the details on your account were not initially provided I'll need you to verify the following so we can help
you:
1. The shipping address
2. The billing name
3. The email address on the order
4. Order number
We look forward to hearing from you soon.
Your friends at,
Order Titans Customer Service
8
Cancel & Refund Subscription
Dear friend,
Thanks for contacting us!
It seems on your first order you also added XYZ VIP which includes a bunch of perks including free 3-4 day shipping, early access to new
flavors, exclusive deals and much more.
But we understand if you're not interested right now. Don't worry - I've refunded your last order #12345 and removed you from XYZ VIP.
Please allow 3-5 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of
payment used for purchase.
We're sad to see you go but if we can help again in the future let us know :)
Have a great day!
Your friends at,
Order Titans Customer Service
9
Where is my order?
Hey friend!
Thanks for contacting us today.
I know you must be super stoked to get your new XYZ Product.. we don't blame ya 😜
Your order will be arriving in the next few days.
Track it using this link:
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9400109205568724046992
Hope you enjoy it!
Your friends at,
Order Titans Customer Service
10
Cancelled Order and Refunded
Hello Raha,
I've canceled your last order #42519 and issued a refund.
Please allow 3-5 working days for your funds to become available again in your account. This time
frame, however, is general and varies from one financial institution to another.
Have a great day and let us know if we can help again,
Mary V.
Customer Service Specialist
11
Automatic Reply Template
Dear friend,
Thanks for contacting us today!
We’ve received your message and one of our agents will be in contact with you in the
next 24 hours.
If we need any more information than you’ve already given us we’ll let you know.
We look forward to helping you soon,
Your friends at,
Bleame Customer Service
12