Prompt · Customer service

Calm an unhappy customer and keep them

Reply to an upset customer in a way that lowers the heat and keeps them.

Recommended context

Their message and what actually happened on your side.

The prompt

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~/prompts/de-escalation-replyCopy prompt

A customer is upset. Help me reply in a way that calms things down.

Their message:
"""
{{message}}
"""

What happened on my side: {{context}}

Write a reply that:
- Acknowledges their feeling sincerely, not with a script.
- Owns what is mine to own, with no excuses.
- States what I will do and by when.
- Stays calm and respectful.

Then add a one-line note on anything I should not promise.

Placeholders you have not filled stay as {{tokens}} so you can finish later.

Good follow-ups

Write a firmer version if they were abusive.
Draft a follow-up to send once it is resolved.

More customer service prompts

A welcome sequence for new customers Reusable reply templates for your top requests Turn a customer complaint into a product or service fix

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