Customer apology that fixes the problem
Reply to an unhappy customer with a sincere, specific apology and a clear remedy, not canned phrases.
Paste an incoming email and your intent, and get a reply that answers every point in the right tone.
Draft a reply to the email below.
Their email:
{{incoming_email}}
What I want to say or decide (rough points are fine): {{my_points}}
My relationship to the sender: {{relationship}}
Tone: {{tone}}
Length: {{length}}
Instructions:
- Answer every question and request in their email, in the order they asked. If you notice something they asked that my points do not cover, list it after the reply instead of making up an answer.
- Do not agree to anything, give dates or quote numbers that I did not provide.
- Mirror their level of formality, but follow my chosen tone where it differs.
- Start with the answer, not with thanks or a restatement of their email.
- Close with a clear next step and who owns it.
Output format: a subject line only if it should change, then the reply, then "Unanswered items" listing anything I need to decide.Giving rough points rather than full sentences works best. The unanswered list prevents silent commitments.
Licensed CC0 (public domain) Version 1 · history
Reply to an unhappy customer with a sincere, specific apology and a clear remedy, not canned phrases.
Turn your week's work into a crisp status update covering progress, blockers and next steps.
Say no clearly and kindly to a request or invitation, protecting the relationship and your time.
Deliver hard news or feedback clearly and kindly, without burying the point or sounding cold.
Turn a furious customer message into a reply that acknowledges the problem, takes ownership and offers a clear next step without grovelling.
Say no to a refund or policy-exception request clearly and kindly, explain the reason, and offer real alternatives so the customer feels respected.
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