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Before determining who is at fault, what the reply should be, and what solution will be provided, try to really identify with the customer. Imagine previous scenarios where you've been unhappy with a business, and formulate the type of answer that would have satisfied you then. At times, clients may be very direct, while at other times their words may hint at additional concerns. If there is question, do not guess at the client's intentions. Get clarification by asking a question. Sift through the email to remove the concerns from vitriol. Try to break down the email into three different sections. Identify what should be directly addressed. These items need immediate and concise answers. Pick out what needs further clarification. If there are uncertain demands or complaints, be sure to find the items that need return questions to the customer. Pay attention to any time-sensitive items. If a customer is unhappy with their service or product, and needs attention before a certain cut-off date, be aware of their scheduling concerns.
Put yourself in the customer's position. Consider the questions or concerns in the client's email. Make a list of specific issues.