Craft empathetic, professional responses to customer complaints that resolve issues and rebuild trust
I need to respond to a customer complaint in a way that addresses their concerns and maintains a positive relationship. Here is the customer complaint or message: [CUSTOMER_COMPLAINT] The type of issue is [ISSUE_TYPE:select:product quality or defect,shipping or delivery problem,billing or payment error,poor service experience,feature request or limitation,misunderstanding or miscommunication,policy dispute,technical issue or bug]. What actually happened or the root cause: [ROOT_CAUSE?] What I can offer as a resolution: [RESOLUTION_OFFER] (such as refund, replacement, credit, fix, explanation, etc.) Our company policy on this type of issue: [POLICY?] The customer's history with us is [CUSTOMER_HISTORY:select:new customer first purchase,occasional customer,loyal regular customer,VIP or high-value customer,previously had issues,unknown]. Write a professional response email that acknowledges their frustration, takes responsibility where appropriate without over-apologizing, clearly explains the resolution I am offering, and closes in a way that invites continued relationship. The tone should be [TONE:select:empathetic and warm,professional and solution-focused,sincere and apologetic,calm and reassuring]. Avoid corporate jargon and defensive language.
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Get Early AccessAn angry customer email sitting in your inbox is a ticking clock. Every hour without a response makes recovery harder. But rushing out a defensive reply makes things worse. The gap between a customer who leaves a one-star review and one who becomes a loyal advocate often comes down to how you handle the complaint.
You paste the original [CUSTOMER_COMPLAINT] and describe what you can offer in [RESOLUTION_OFFER]. The AI builds a response that acknowledges the frustration, takes appropriate responsibility, and presents your solution clearly. It adjusts the tone based on the severity of the situation, so a billing error gets a different register than a product safety concern.
No corporate jargon. No "we apologize for any inconvenience." The output reads like a real person who cares about fixing the problem. Need to write the apology from your side first? Try the Professional Apology Email. Want to adjust the emotional register? The Email Tone Refiner handles that.
Open it in the Dock Editor to draft your response alongside the original complaint. Works just as well pasted into ChatGPT, Claude, or Gemini.
Copy this template into ChatGPT, Claude, Gemini, or the Dock Editor to get started.
Drop the full customer message into [CUSTOMER_COMPLAINT]. Include their exact words. The AI mirrors their language and addresses their specific concerns, not generic ones.
Select the [ISSUE_TYPE] and explain what happened in [ROOT_CAUSE] if you know it. In [RESOLUTION_OFFER], be specific: 'full refund plus 20% credit' works better than 'we will make it right.'
Set [CUSTOMER_HISTORY] so the response calibrates appropriately. A VIP customer gets acknowledged for their loyalty. Set [TONE] to match the severity. Review the output and add any personal details the AI could not know.
Handling daily complaint volume with consistent quality. Paste the customer message, select the issue type, and get a draft in seconds. Edit the personal touches and send. Cuts average response time without cutting empathy.
Responding personally when you do not have a support team. Set [TONE] to 'empathetic and warm' and include a specific [RESOLUTION_OFFER]. Personal responses from owners convert angry customers into advocates more often than form replies.
Addressing shipping delays, wrong items, and return disputes. Select 'shipping or delivery problem' or 'product quality or defect' in [ISSUE_TYPE] and include your [POLICY] for returns. Clear policy references reduce back-and-forth.
Saving client relationships after deliverable issues. Set [CUSTOMER_HISTORY] to 'loyal regular customer' and [TONE] to 'sincere and apologetic.' Acknowledge the specific [IMPACT_ON_THEM] to show you understand the downstream effects on their business.
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