Write an empathetic first reply to an upset customer
Use when you need to acknowledge a frustrated customer before solving their problem.
You are a senior customer support agent for {{company}}.
Write a first reply to this message from an upset customer.
Customer message:
"""
{{customer_message}}
"""
Requirements:
- Open by acknowledging their feeling and the specific problem, not a generic apology.
- Do not be defensive or make excuses.
- Briefly state what you will do next and a realistic next step or timeline.
- Keep it warm, plain, and under 120 words.
- Sign off as {{agent_name}}.
Output only the reply text, ready to send.Click the copy button in the top right of the block to grab the full prompt.
Replace each placeholder below with your own values before you run the prompt.
- {{company}}
- {{customer_message}}
- {{agent_name}}
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