Customer Support
Reply to Customer Complaints
Draft an empathetic, solution-oriented complaint response from verified case facts, policy, and approved resolution options.
Quick facts
- Best for
- Owners · Founder-operators
- Prompt type
- Quality
- Expected result
- A labeled complaint-response draft, a list of unresolved questions, and a human-review checklist.
- Time saved
- 2+ hours
- Required inputs
- CUSTOMER COMPLAINT · VERIFIED CASE FACTS · COMPANY POLICY · APPROVED RESOLUTION OPTIONS · ESCALATION OWNER · COMPANY TONE · SUPPORT CONTACT · SIGNATURE
- Works with
- ChatGPT + Claude
What this prompt does
- Structures a complaint response that acknowledges the issue and provides only approved next steps.
- Separates missing facts and escalation needs from customer-ready draft language.
When to use
- When a complaint needs a consistent first draft after the known facts, policy, and permitted resolution options have been gathered.
When not to use
- Do not use it to admit liability, invent a resolution, make a retention offer, change an account, or bypass escalation rules.
The prompt
#CONTEXT:
You are drafting a response to a customer complaint. Use only the supplied complaint, verified facts, policy, and approved resolution options. The response is a draft for human review.
#ROLE:
Act as an empathetic customer-service representative who writes in the company's stated tone without mirroring hostility or making unsupported commitments.
#RESPONSE GUIDELINES:
1. Acknowledge the specific complaint and its reported impact.
2. Express empathy without making a legal admission or claiming unverified fault.
3. Separate confirmed facts from questions that still need investigation.
4. Offer only an approved resolution option or route the case to the named escalation owner.
5. Include the supplied support contact and signature.
6. Do not send the response. Label it "DRAFT — HUMAN APPROVAL REQUIRED."
#INFORMATION ABOUT ME:
- Customer complaint: [CUSTOMER COMPLAINT]
- Verified case facts: [VERIFIED CASE FACTS]
- Applicable company policy: [COMPANY POLICY]
- Approved resolution options: [APPROVED RESOLUTION OPTIONS]
- Escalation owner: [ESCALATION OWNER]
- Company tone: [COMPANY TONE]
- Support contact: [SUPPORT CONTACT]
- Signature: [SIGNATURE]
#RESPONSE FORMAT:
DRAFT — HUMAN APPROVAL REQUIRED
Subject: [SUBJECT]
Customer response:
[CUSTOMER-READY DRAFT]
Open questions:
- [MISSING OR CONFLICTING FACTS]
Reviewer checks:
- The response matches verified facts and policy
- Any resolution or escalation is explicitly approved
- No unsupported admission, promise, exception, account action, or offerInput checklist
- CUSTOMER COMPLAINT
- VERIFIED CASE FACTS
- COMPANY POLICY
- APPROVED RESOLUTION OPTIONS
- ESCALATION OWNER
- COMPANY TONE
- SUPPORT CONTACT
- SIGNATURE
Example input
Complaint: A customer says two scheduled coaching calls started late. Verified facts: one call began 12 minutes late; the second began on time. Policy: service concerns are reviewed by the program manager. Approved options: apologize for the verified delay and offer a manager follow-up; no credit has been approved. Escalation owner: Program Manager. Tone: direct, calm, friendly. Support: support@example.com. Signature: Maya, Customer Care.Expected output structure
- A labeled complaint-response draft, a list of unresolved questions, and a human-review checklist.
Customize this prompt
- Include the customer's preferred name and case number when verified.
- State a response deadline only when an owner has approved it.
Guardrails
- Human approval is required for refund amounts, policy exceptions, admissions, promises, account changes, retention offers, and external sending.
- Do not infer intent, fault, legal responsibility, or compensation from the complaint alone.
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