Draft Email To Handle Customer Complaint

Thank you everyone for your valuable comments. I agree with everyone and will surely speak to my CEO about it . Mr Raj Kumar , Yes employee X is a female and she has even complained about this issue to him . Even he wants to maintain good relationship with customer but at the same time he even wants that he should do something to handle Employee X complaint .
But even i feel drafting an Email is not a right option but i will surely try to sort this matter by convincing my CEO.

Hello Harmeet Sethi,
Since you have confirmed that Employee X is a female, suggest check-out IN-DETAIL IF this was a performance issue of the employee OR anything related to gender-bias.
In case it's performance-related, then DON'T get pressurized by what the employee says--people [IRRESPECTIVE of the gender] in awkward situations like this TEND to blame every single cause as emanating from the bias THAT'S CONVENIENT TO HIM/HER [other examples would be religious, caste/sect, race, region, etc].
The moment you allow this to happen, it becomes a precedent within the company & any future such OR similar situations [being a continuous activity, any business establishment is BOUND TO HAVE such situations from time-to-time, with only the grade & nature varying] being tagged with THIS solution.
You can see this happening in politics all the time....and corporate environment is no different many times.
Hope you get the point.
All the Best.
Rgds,
TS

Dear Harmeet
Thanks for this update !!
So, as we had guessed correctly, X is a female employee.
Therefore, there is some justification in CEO's reaction; else he could get involved with a potential sexual harassment case.
At this point, discuss with the CEO; and also take care of X's emotional state. If the natter ends there, then all is well.
Thereafter, you can find out about's X's role and JD and then suggest some people-skill related training.
If you are not able to convince them, and they still insist for a mail to the customer, despite the risk of losing him, you can come back again and seek help in drafting the mail.
Warm regards.

In the training programme you can add some subject regarding emotional control while attending calls from the customers. In case if the customer seems to cross the tolerance level or the employee unable to reply the question asked by the customers, then you can deploy some senior level customer relations manager who can handle the customer. In case of such situation, the employee dealing with the customer can transfer the calls to the customer relations manager. Hope your organisation also having the customer relation manager, who can handle the problematic customers. If not please do suggest your CEO/management to create such post and deploy some male staff to take care of these issues.