Customer support · Starter
Draft a reply to a frustrated customer
An empathetic, specific reply that acknowledges the problem and says exactly what happens next.
The task
Replying to an angry message well takes time and emotional energy. Give the assistant the customer's message (anonymised), what you can actually offer, and ask for a draft that acknowledges the specific problem and commits only to what you can do.
A prompt to start from
Paste it into your AI assistant, then fill in the bits in [square brackets].
Draft a reply to this customer message. What I can offer: [what you can actually do, and by when].
- Acknowledge their specific problem in one sentence, without over-apologising
- Say what we're doing and when they'll hear back
- Don't promise anything beyond what I've listed
- Under 150 words, plain and warm, British English, no "we value your feedback"
Customer message: [paste, with name and account details removed]
What to check in the output
- Make sure the reply only commits to what you can deliver.
- Check it addresses their actual complaint, not a generic one.
- Add their name and details back yourself.
Before you paste anything in
Remove names, account numbers, addresses and order details unless your helpdesk's built-in assistant is approved for customer data.
Your organisation's AI policy wins over anything here.
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