Skip to content
Codextroop Prompt Library

Complaint Handling

Handle a Complaint Without Making It Worse

AI Tool: ChatGPTCategory: Customer Support

Reply to an upset customer with acknowledgement, a fact-based path, and a remedy you are allowed to give.

complaintssupportde-escalationcx

The Prompt

Write a complaint reply. De-escalate. Do not over-promise.

Channel: {{channel}}
Customer message:
{{message}}
What actually happened (internal facts):
{{facts}}
Remedies I can offer: {{remedies}}
What I cannot do: {{cannot}}

Write:
1. Internal note: likely emotion + the real issue in one line
2. Customer-facing reply:
   - Acknowledge the specific harm
   - State the fact that matters
   - The remedy from {{remedies}} or a clear no + alternative
   - Next step and timing
3. If they are abusive, a boundary sentence that still solves the issue

Under 160 words. No "we apologise for any inconvenience caused" without naming the inconvenience.

Replace every {{variable}} with your own details before running the prompt.

Variables to fill in

5 variables

{{channel}}required
Email, chat, social, phone notes.
{{message}}required
What the customer said.
{{facts}}required
Internal truth.
{{remedies}}required
Refund, replace, expedite, etc.
{{cannot}}
Hard policy limits.

Scroll to see every variable.

Best for

  • Support agents
  • Store owners
  • CS leads