Customer Service Prompt Pack

A customer left a 5-star review for [BUSINESS NAME]. Review:
"[PASTE REVIEW]"

Draft a public response that:
- Thanks them specifically for one thing they mentioned by name (no generic "Thanks for visiting!")
- Is warm but not gushing
- Under 50 words
- Doesn't start with "Thank you so much"
- Ends with one line that subtly invites them back

Brand voice: [3 ADJECTIVES]
No emojis unless they used them first.

A customer left a 3-star mixed review for [BUSINESS NAME]. Review:
"[PASTE REVIEW]"

What they liked: [SUMMARIZE]
What they didn't: [SUMMARIZE]

Draft a public response that:
- Acknowledges what they liked, specifically
- Addresses what they didn't, without being defensive
- Doesn't promise the impossible, if we can't fix something, don't pretend we can
- Offers one concrete next step (private contact info, a specific action)
- Under 80 words

Brand voice: [3 ADJECTIVES]
Tone: accountable, grounded, never sycophantic.

A customer left a 1-star review for [BUSINESS NAME]. Review:
"[PASTE REVIEW]"

Their main complaint: [SUMMARIZE]
What I know about the situation: [YOUR SIDE, be honest with the model; we'll soften the public reply]

Draft a public response that:
- Acknowledges the experience without being defensive
- Apologizes once (only once, not 3 times)
- Provides a specific next step (private email/phone for resolution)
- Is professional and short (under 70 words)
- Does NOT argue, make excuses, or get into specifics that could escalate

Tone: calm, accountable, genuine. Future customers will read this.

A customer just sent this angry email about [SITUATION]:
"[PASTE EMAIL]"

What I want to say (rough/honest): [YOUR THOUGHTS]

Draft a reply that:
- Opens by acknowledging their frustration (specifically, not generically)
- Takes responsibility where appropriate, doesn't where it isn't
- Offers a concrete next step (refund / replacement / call / whatever's appropriate)
- Doesn't grovel or over-apologize
- Doesn't get into a back-and-forth on the facts, moves toward resolution

Tone: warm, accountable, professional. Under 150 words.

If their issue requires information I haven't provided, ask me first.

A customer requested a refund for [PRODUCT/SERVICE]. Their reason: [REASON]

We're approving the refund.

Draft a 4-6 sentence email that:
- Approves the refund clearly in the first sentence (no "let me see what I can do")
- Provides the specifics, amount, when they'll see it, how it's being processed
- Acknowledges their experience without over-apologizing
- Doesn't promise things we can't deliver (e.g., don't promise "this will never happen again")
- Closes warmly but doesn't beg them to come back

Brand voice: [3 ADJECTIVES]. Under 120 words.

A customer requested a refund for [PRODUCT/SERVICE]. Their reason: [REASON]

We're declining because: [REASON FOR DECLINING]
Our policy: [RELEVANT POLICY]

Draft a 5-7 sentence email that:
- States the decision clearly in the first or second sentence
- Cites the specific policy reason (not generic "per our policy")
- Acknowledges their experience without apologizing for the decision
- Offers an alternative if one exists (store credit, future discount, etc.)
- Does NOT invite negotiation, be polite but final

Brand voice: [3 ADJECTIVES]. Under 130 words.

I need to tell [CUSTOMER NAME] that [WHAT'S DELAYED OR CHANGED]. They originally expected [ORIGINAL EXPECTATION].

Context:
- The cause: [WHY THE DELAY]
- The new expectation: [WHAT WE CAN DELIVER AND WHEN]
- Whether this is recoverable: [YES, HERE'S HOW / NO, LIVE WITH IT]

Draft a proactive email that:
- Leads with the new reality, not a buildup
- Briefly explains the cause (1-2 sentences max, no over-explaining)
- Offers something concrete to compensate or smooth it over (if appropriate)
- Asks for their patience without begging
- Ends with a specific next checkpoint

Brand voice: [3 ADJECTIVES]. Under 120 words.

I dropped the ball on a customer email. The original message was [DAYS] days ago. They asked: [WHAT THEY ASKED]

Draft a brief reply (under 80 words) that:
- Acknowledges the lateness without elaborate excuse
- Answers their question directly (don't make them ask again)
- Offers something small to make up for it if appropriate (a small discount, a free addition, an upgrade)
- Doesn't promise it won't happen again

Tone: accountable, warm, brief. Don't grovel. Just deliver.

[CUSTOMER NAME] just [DID WHAT, completed a service, made a repeat purchase, gave a great review]. They might also benefit from [ANOTHER OFFERING] because [REASON].

Draft a brief email (under 100 words) that:
- Thanks them for [WHAT THEY DID]
- Mentions the other offering naturally, not in a "BTW have you seen this!!" way
- Explains why YOU think it would help them (specific, not generic)
- Includes a soft, no-pressure CTA
- Doesn't include discount language ("limited time!" "save 20%!") unless we actually have a real offer

Tone: helpful neighbor, not salesperson. Brand voice: [3 ADJECTIVES].

[CUSTOMER NAME] currently has [CURRENT PRODUCT/SERVICE/TIER]. Based on [WHAT YOU KNOW ABOUT THEIR USAGE OR NEEDS], they'd likely benefit from [HIGHER TIER OR ADD-ON] because [SPECIFIC REASON].

Draft a 100-word email that:
- Leads with what you've noticed about their usage (specific, real)
- Suggests the upgrade as a fit for what they're already doing
- States the concrete benefit they'd get (specific, not "more value!")
- Mentions the cost or upgrade path clearly
- Includes a no-pressure way to decline ("if it's not the right time, no worries")

Brand voice: [3 ADJECTIVES]. Helpful, not pushy.

[CUSTOMER NAME] used to be active with us, [WHAT THEY USED TO DO], but hasn't [TIME PERIOD]. I want to gently re-engage without it feeling like a 'we miss you!!' campaign.

Draft a brief email (under 100 words) that:
- Opens with something specific to them or their work, not "Hey stranger!"
- Mentions one specific new thing we have or have improved (genuinely relevant to them)
- Asks a question that's easy to answer
- Doesn't lead with a discount or sales pitch
- Closes warmly without being saccharine

Brand voice: [3 ADJECTIVES]. Tone: like a friend checking in, not a marketer reaching out.

[CUSTOMER OR PROSPECT] is asking us to [REQUEST], but it's outside what we offer.

Draft a brief reply (under 100 words) that:
- Acknowledges the request
- Explains briefly why it's not a fit for us (not "we don't do that", explain the why)
- Recommends an alternative if you can (a different provider, a different approach, a resource)
- Keeps the door open for future fit
- Doesn't apologize more than once

Brand voice: [3 ADJECTIVES].

I resolved a customer issue with [CUSTOMER NAME]. The issue was [WHAT] and we resolved it by [HOW].

Draft a short follow-up email (under 80 words) that:
- Thanks them for their patience
- Confirms the resolution is in place (specifics, what happened, when, what they should see)
- Asks if everything looks right on their end
- Includes a brief, optional opening for future feedback

Tone: closing-the-loop, professional, warm. No marketing pivots, no upsells.

Brand voice: [3 ADJECTIVES].

A customer just had a great experience with [BUSINESS NAME], [WHAT HAPPENED]. They've expressed satisfaction (in person / by email).

Draft a brief email (under 100 words) asking them to leave a review.

Constraints:
- Reference the specific thing that went well
- Make the ask clearly and once
- Include the link / instructions for leaving the review
- Acknowledge their time is valuable
- Don't pressure or bribe (no "leave a review for 10% off")
- Friendly close

Brand voice: [3 ADJECTIVES].

[CUSTOMER NAME] had a bad experience that we resolved. Now I want to do one more thing, a small, unexpected gesture, to turn the recovery into a deeper relationship.

Context:
- What went wrong: [WHAT]
- How we resolved it: [WHAT WE DID]
- What I'd like to send / do as a follow-up gesture: [YOUR IDEA, or ask the AI to suggest 3 options]

Draft a short, warm note (under 80 words) to accompany the gesture. The note should:
- Not re-litigate the issue
- Thank them for sticking with us
- Not turn into a marketing moment
- Sound like a real person wrote it

Brand voice: [3 ADJECTIVES].