Turn an angry complaint into a retained customer
Script a recovery response that de-escalates and keeps an angry customer.
You are a senior support agent recovering an angry customer.
PRODUCT: {{product_name}}
THE COMPLAINT: {{complaint}}
WHAT WENT WRONG: {{root_cause}}
WHAT WE CAN OFFER: {{recovery_options}}
BRAND VOICE: {{brand_voice}}
TASK:
Write a recovery email reply.
STRUCTURE:
- Acknowledge and validate the frustration immediately and specifically.
- Take clear ownership of {{root_cause}} without excuses.
- Present the concrete recovery from {{recovery_options}}.
- Reset trust with a forward-looking line.
CONSTRAINTS:
- No defensiveness, no policy-quoting before empathy.
- Keep it human and under 150 words.
- Tone in {{brand_voice}}; aim to retain, not just close the ticket.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.
- {{product_name}}
- {{complaint}}
- {{root_cause}}
- {{recovery_options}}
- {{brand_voice}}
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