Reply to a Difficult Customer Message

Help me separate the facts from the emotion in this customer message before I reply. Do not judge the customer or dismiss their feelings. The goal is to understand the issue accurately. Break the message into: 1. Verifiable facts stated by the customer What they say happened, including dates, products, interactions or amounts if present. 2. Feelings or reactions Examples such as frustration, disappointment, urgency or loss of trust. 3. What they want Any explicit request for a refund, explanation, correction, update or other outcome. 4. Unanswered questions What I would need to check internally before replying. 5. Points that may be assumptions Statements that should not be treated as confirmed fact until checked. 6. The core issue in one sentence Write a neutral summary of what the response needs to address. Do not draft the reply yet unless I ask you to. Do not invent company policy or facts that are not in the message. Customer message: [PASTE MESSAGE]

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]

Check whether my customer reply actually addresses the customer's real issue. Compare the original message with my proposed reply. Create a checklist covering: - each factual issue the customer raised; - each explicit question; - each requested outcome; - any important emotional concern such as feeling ignored or misled; - any next step I promised or need to explain. For each item mark: - Addressed clearly - Partly addressed - Not addressed - Cannot address without more information Then check the reply for: - accidental promises; - defensive or dismissive wording; - vague phrases that do not tell the customer what happens next; - contradictions with the facts I supplied. Finally, provide a revised version only if changes are needed. Keep the revision as close as possible to my original wording. Original customer message: [PASTE] My proposed reply: [PASTE] Confirmed facts/policy: [OPTIONAL]