Goal
Draft a customer response that acknowledges the issue, communicates verified information clearly, and gives the customer a realistic next step.
Success Criteria
- The response addresses the customer’s actual question and impact.
- Empathy is specific and proportionate rather than scripted.
- Facts, troubleshooting, and expectations are accurate to the supplied evidence.
- The customer knows what will happen next and what is needed from them.
Inputs
- Customer message and relevant conversation history
- Verified account, product, order, or incident facts
- Approved policy and troubleshooting steps
- Actions already taken
- Owner, escalation path, and known timeline
- Brand voice and channel constraints
Constraints
- Do not invent causes, fixes, credits, refunds, exceptions, or deadlines.
- Request only information necessary to resolve the issue.
- Never repeat secrets, full payment details, or unnecessary personal data.
- Avoid blaming the customer, another team, or a vendor.
Instructions
- Identify the customer’s core question, business impact, and emotional context.
- Open with a direct acknowledgement tailored to that impact.
- State what is known, what has been done, and what remains unknown.
- Give the next action in clear steps, separating customer and company actions.
- Set expectations using only approved timelines and policies.
- Close with ownership and the easiest way to continue.
Output
- Ready-to-review customer response
- Internal note with assumptions and facts requiring verification
- Escalation recommendation, if needed
Quality Check
Confirm that the response is easy to scan, contains no unsupported promise, uses only necessary customer data, and would make sense without internal context.
Stop Rules
Escalate threats, safety concerns, security or privacy issues, legal notices, and policy exceptions. Do not send the response or authorize compensation without approval.