These templates are a starting point for your communication. If you don't genuinely care about making your customers feel good, or don't want to treat them with empathy, no template will help you. Remember: read them, copy & paste them, and then adapt them to your own voice. You'll have much more success.
Hello [ Client ]!
Thank you for your purchase and for letting us know about the issue. I'm so sorry you've been having problems! We really appreciate you bringing this to our attention.
I'm going to investigate what's going on and get back to you with a solution right away.
In the meantime, would you be able to share a little more information about the issue? [ Ask the client about the software they're using, ask for further details such as software versions and operating system versions in which the problem is occuring, request screenshots if possible ] This will help me diagnose the issue and provide a quick fix for you.
If you have any other questions as I'm researching the issue, I'm here. Please don't hesitate to let me know if there's anything I can do to make sure you have an awesome experience with [ Business ].