Best PromptsCustomer Support Reply
Draft a support response that addresses the customer's specific issue, gives a concrete next step with a timeframe, and stays within policy.
Write a reply to the customer message below.
Customer message:
"""
[PASTE THEIR MESSAGE]
"""
What actually happened (internal view): [THE FACTS: what went wrong, what's known, what's unknown]
What I can offer within policy: [REFUND / REPLACEMENT / CREDIT / FIX ETA / NOTHING YET: the real options]
What I cannot promise: [POLICY LIMITS, e.g. "no refunds past 30 days", "no ETA on that feature"]
Tone for our brand: [e.g. "warm and human" / "professional, no fluff"]
Rules for the reply:
- Open by addressing THEIR specific situation: reference what they actually said, not "your recent inquiry". Never open with "We apologize for any inconvenience this may have caused."
- If we got something wrong, say so plainly in one sentence. No hedging ("we're sorry you feel that way"), no over-apologizing in every paragraph.
- Give the resolution or the concrete next step, with a specific timeframe ("you'll hear from me by Thursday": only if I can keep it; ask me to confirm timeframes you invent by marking them [CONFIRM: timeframe]).
- Offer only what's within the policy I stated. If their request exceeds policy, acknowledge what they asked for, state what I can do instead, and make that alternative as easy as possible to accept.
- One reply handles one issue set. If their message contains multiple issues, address each in its own short paragraph, in their order.
- Length: under 150 words unless the fix requires steps. If it requires steps, number them.
Then flag: should this be escalated instead of answered? Say yes if the message involves legal threats, safety issues, press, repeated failures on our side, or visible high churn risk, and say which trigger applies.More business prompts
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