Handling an angry customer in writing

Anger in email is different from anger on the phone, and needs a different technique.

Answer the second email, not the first

Read the whole message, then find the actual request buried inside it. Respond to that, not to the tone.

Acknowledge the specific fact

“Sorry for the inconvenience” inflames. “You were told Tuesday and it is now Friday” defuses, because it proves you read it.

Give a date, not a reassurance

People escalate because they do not know when it ends. A specific commitment — even an unwelcome one — stops the escalation.

Do not match the register

Stay plain and factual. Every sentence you write will be screenshotted if this goes wrong.