Calm an upset customer with a direct, fair reply
Overview
This prompt drafts a support reply to an upset customer from the facts you supply: what actually happened, what you can offer and what you cannot do. It opens by naming the customer's problem in their words, admits fault plainly when you were at fault, gives a concrete fix and date, and ends with one next step. It bans stock phrases, keeps chat replies under 150 words and email under 200, and also points out the sentence most likely to make the customer angrier.
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Prompt
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Draft a customer support reply. CUSTOMER MESSAGE: """ [PASTE] """ WHAT ACTUALLY HAPPENED (our side): [THE FACTS, INCLUDING IF WE WERE AT FAULT] WHAT I CAN OFFER: [REFUND / REPLACEMENT / CREDIT / FIX / NOTHING] WHAT I CANNOT DO: [CONSTRAINTS] CHANNEL: [email / chat / public review reply] Write the reply so that it: - Opens by naming their specific problem in their own words, not with an apology template - States plainly whether we got it wrong. If we did, say so without hedging - no 'we are sorry you feel' - Explains what happened only if it helps them, not to defend us. One sentence maximum. - Gives the resolution and the timeline as a concrete date, not 'as soon as possible' - States clearly what we cannot do, once, without repeating it - Ends with the single next step and who takes it Rules: - Under 150 words for chat, under 200 for email - No 'we value your feedback', 'we apologise for any inconvenience', 'rest assured', 'kindly' - Do not ask them to repeat information they already gave - If we were not at fault, do not apologise for the outcome - acknowledge the frustration and move to the fix Also give me: the one sentence in my draft most likely to make them angrier, and why.
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