Put things right after a mistake
A plan to fix it with the customer, with someone named to own it.
Open prompt: Put things right after a mistakeEst. time saved: 30–45 minutes per plan
Customer service
Reply to a complaint
A calm reply from the facts and your policy, checked before it's sent.
- Best for
- Owners and anyone who handles customer emails
- Est. time saved
- 2+ hours
- Works with
- ChatGPT, Claude and Gemini
When to use it
- A customer has complained and you want to reply calmly and quickly.
- You know the facts and what you're willing to offer.
When not to
- To decide what to offer, or to admit fault you haven't confirmed.
What to have ready
- The complaint, in their words
- What you've confirmed actually happened
- Your policy
- What you're willing to offer, if anything
- How you like to sound
The prompt
Fill in the [BRACKETS], then paste it into ChatGPT, Claude or Gemini.
› the prompt
You're helping me reply to a customer complaint. Write a draft for me to check. Don't send anything. The complaint: [PASTE THE COMPLAINT] What we've confirmed happened: [THE FACTS YOU'VE CHECKED] Our policy: [THE RELEVANT PART OF YOUR POLICY] What we're willing to offer: [E.G. A CALL WITH THE MANAGER, OR "NOTHING YET"] Who handles it if it goes further: [NAME] How we sound: [E.G. CALM AND HUMAN] Sign off as: [NAME AND CONTACT DETAILS] Please: 1. Acknowledge what they're unhappy about, in their terms. 2. Say sorry for what we've confirmed went wrong. Don't accept blame for anything we haven't confirmed. 3. Explain what happens next, using only what I'm willing to offer. 4. List anything we still need to check before sending. Rules: - Use only the facts I've given you. Don't invent facts, refunds, credits or promises. - Stay calm, even if the complaint isn't. - Mark the reply DRAFT. I'll read it and send it myself.
Example input
A made-up example of what the brackets might say.
The complaint: "Both of my last two coaching calls started late. I'm paying for an hour, not 45 minutes."
Confirmed: one call started 12 minutes late, the other started on time.
Policy: service concerns are reviewed by the program manager.
Willing to offer: a sorry for the late call and a follow-up with the manager. No credit agreed.
Escalation: Dana, program manager.
How we sound: warm and direct.
Tips
- Check the facts before you reply. A reply that gets the facts wrong makes things worse.
- If you keep getting the same complaint, use "Find what customers keep raising".
Related prompts
Decide how serious a complaint is
Sort complaints by how urgent they are, and who should handle each.
Open prompt: Decide how serious a complaint isEst. time saved: 20–30 minutes per review
Write a refund email
A clear refund email that matches what you've actually agreed.
Open prompt: Write a refund emailEst. time saved: 2+ hours
Want prompts built around your business?
Our AI Tool Audit finds the jobs worth handing to AI, and writes ready-to-use prompts for your top three.