Thank you for your valuable feedback.
Brett Terpstra points out this wonderful little snippet that can save a lot of time and energy.
You should absolutely have this in your text expansion arsenal if you’re involved in any sort of customer support. Though most responses at Workflow were impressively positive or gracious, there are always those few who misunderstand an app’s features or purpose. They might think they have to get your attention or, in a much worse scenario, that you’re intentionally trying to rip them off, when it’s all a misunderstanding or simply needs a bit of clarification.
Thanking customers for their feedback, no matter how negative, is almost always the best way to disarm such situations. In my own experience, this will result in a positive response from the customer — or at least a civil and polite one — 9 times out of 10. I’ve seen many instances (especially on Yelp) of companies responding to negative reviews on instinct. That is, getting defensive and suggesting the customer is the problem. That’s fine if you work for yourself and you don’t care about public perception or losing a potential customer, but the best practice is to fight that instinct and thank them for their feedback. If you struggle with resisting, then grab something like TextExpander and save this snippet with the abbreviation gfy (or whatever else). Quickly reverse your anger or frustration and turn it into civil conversation.
As Brett points out, so to should I, his post on how to write a customer support request, and also that results may vary when using this on Twitter.