Draft a Calm Response to a Difficult Customer Message
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Prompt
Draft a calm response to this difficult customer message. I will provide: - the customer's message; - the facts I have confirmed; - what I can and cannot offer; - any relevant policy wording I want used. Write a response that: 1. Acknowledges the customer's actual concern without admitting facts I have not confirmed. 2. Separates empathy from liability or promises. 3. Explains the confirmed position clearly. 4. Addresses the customer's main request where possible. 5. States the next step, owner or expected follow-up if I have supplied one. 6. Keeps the language calm, specific and human. Avoid: - defensive wording; - blaming the customer; - fake empathy; - legalistic language unless I provide it; - promises, refunds or deadlines I have not authorised. If a material fact or policy is missing, flag the gap before drafting rather than making it up. Customer message: [PASTE MESSAGE] Confirmed facts: [PASTE FACTS] What I can offer / next step: [PASTE DETAILS]