Reply to a complaint
A calm reply from the facts and your policy, checked before it's sent.
Open prompt: Reply to a complaintEst. time saved: 2+ hours
Customer service
Reply to a customer who wants to leave
An honest reply that only offers what you've approved.
- Best for
- Owners
- Est. time saved
- 20–30 minutes per reply
- Works with
- ChatGPT, Claude and Gemini
When to use it
- A customer has said they want to cancel or leave.
- You know why, and what you're willing to offer, if anything.
When not to
- To invent an offer to keep them, or to make it hard for them to leave.
What to have ready
- What they said, in their words
- What you've confirmed went wrong, if anything
- Your policy
- What you're willing to offer
- 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 who wants to leave. Write a draft for me to check. Don't send anything. What they said: [PASTE THEIR MESSAGE] What we've confirmed went wrong, if anything: [THE FACTS] Our policy: [E.G. CANCELLATION TERMS] What we're willing to offer: [E.G. A FREE MONTH, OR "NOTHING"] How we sound: [E.G. HONEST AND FRIENDLY] Sign off as: [NAME AND CONTACT DETAILS] Please: 1. Thank them and acknowledge their reason, in their terms. 2. Say sorry for anything we've confirmed went wrong. 3. If I've said we can offer something, include it exactly as I've described it. Don't improve on it. 4. Make it easy for them to leave if they still want to, and explain what happens next. 5. List anything I should check before sending. Rules: - Use only what I've told you. Don't invent offers, discounts, credits or promises. - Don't admit fault beyond what we've confirmed. - No guilt-tripping or pressure. - Mark the reply DRAFT. I'll read it and send it myself.
Example input
A made-up example of what the brackets might say.
What they said: "We've decided to cancel. The first onboarding session started late and it's put the team off."
Confirmed: the first session started 18 minutes late because of a link problem.
Policy: monthly contract, 30 days' notice.
Willing to offer: a free replacement session.
How we sound: honest and friendly.
Tips
- Respect their decision. A good goodbye often brings people back later.
- Ask what would have made them stay, and note it for next time.
Related prompts
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
Plan a loyalty or referral reward
A reward that brings customers back, or brings their friends.
Open prompt: Plan a loyalty or referral rewardEst. time saved: 2+ hours
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