How to Write a Condolence Email to Customers and Coworkers

Sadly, two past clients contacted me recently asking how to best phrase condolence emails to customers who have lost team members and especially how to phrase necessary business actions with tact. Inevitably, when a team member passes away, work, assignments, customer support, and personal loss are affected. 

While this article can in no way offset the heartbreak of those who have lost loved ones and dear colleagues, I hope it helps you express your condolences to customers or colleagues and explain how you will respond to support the work actions needed.

Three Essential Requirements for Condolence Emails 

Below is an actual example of a well written work condolence email sent by a customer service representative to a customer who had lost a team member.

It reflects the three essential requirements of a condolence email addressing work actions needed as a result of the death:

1. It directly addresses the loss with care in the opening statement.
2. It expresses sincere concern and condolences.
3. It explains how the writer will handle necessary work changes with balance and tact. 

A happy customer service team equals happy customers. 

Our Customer Service Writing Course includes instructor feedback on actual writing samples.

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Condolence Email Example

(One of our clients shared this example. We changed all names for privacy.)

Note: There are a few minor grammar and punctuation issues in this example that could be refined. However, none are egregious, and the value of positive sentiment and clear information is far more important than perfect syntax. Condolence messages are hard to write. Don't let perfectionism prevent you from expressing your concern and help.

Dear Tom and Ellen,

Tom, I wanted to let you know that I spoke with Ellen Fitcher from the Sacramento district. She informed me of the news about Bill Carrera passing away last week. My greatest sympathy to you, the district, and to Bill's family. I didn’t know Bill very well; however, every time I spoke with him on the phone he was full of energy, pleasant, and wanted the best. I will miss speaking with him. The news from Ellen brought tears to my eyes.

I wanted to let you know that I updated your correspondence by removing Bill’s information. You can reach out to me if the correspondence needs to be updated, and for now, all correspondence that had been sent to Bill will be sent to Ellen. Let me know if I can assist you in any way while you are in the transition period of a new business manager. 

Jeri Knight
Account Manager

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Additional Resources

• Condolence Letter to Colleague after Job Loss
• Business Etiquette Goodbye Message
• How to Write a Business Apology Letter
• How to Write a Condolence Note

My hope and prayer is that you and all the people you love stay well and safe. 

I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

― Maya Angelou