Customer apology that fixes the problem

Reply to an unhappy customer with a sincere, specific apology and a clear remedy, not canned phrases.

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Prompt template
Write a reply to an unhappy customer.

Customer's message:
{{complaint}}

What actually went wrong (internal facts): {{what_happened}}
What we can offer: {{remedy}}
What we cannot do: {{limits}}
Brand voice: {{voice}}
Channel: {{channel}}

Write the reply so that:
- It opens by acknowledging the specific problem in plain words, with an apology for it. No "we apologise for any inconvenience".
- It gives a short, honest explanation without excuses or blaming a third party.
- It states exactly what we will do, by when, and who they can contact.
- It does not promise anything beyond what is listed under "What we can offer".
- It matches the customer's emotional level, calm if they are angry and brisk if they are rushed.
- It is under 150 words.

Output format: the reply, then one line noting the single biggest risk in the wording and a safer alternative.
Example output
Hi Jordan, I am sorry. You were promised a delivery date, the desk never arrived, and your emails went unanswered for days. Both failures are ours. The carrier lost your parcel, and our support inbox fell behind. That should not have left you working from the kitchen table. Here is what we are doing: a replacement desk ships by express tomorrow, with tracking sent to you the moment it dispatches. We are also refunding 15% of your order today. I cannot promise the exact delivery date, but I will personally watch the shipment and write to you as soon as it moves. You can reach me directly at this address. Sincerely, Alex, Customer Care Biggest risk: "Both failures are ours" admits fault in writing. If legal review is needed, use "this should have been handled better".

Why it works

Supplying real internal facts allows an honest explanation rather than a canned one. Keep the 'cannot do' field filled so the reply never overpromises.

Licensed CC0 (public domain) Version 1 · history