Customer Service Prompts

Create an FAQ section.

Product/service: [WHAT THIS FAQ IS FOR]
Audience: [WHO WILL READ THIS]
Tone: [FORMAL / FRIENDLY / TECHNICAL]

Common questions we get:
[LIST THE QUESTIONS CUSTOMERS ASK]

Topics to cover:
[AREAS THAT SHOULD HAVE FAQ ENTRIES]

For each FAQ entry, create:
1. Clear question (as a customer would ask it)
2. Concise answer (get to the point quickly)
3. Additional details if needed
4. Link to more info (placeholder if applicable)

Organize by category. Write answers that actually help—don't be vague or redirect unnecessarily. Anticipate follow-up questions.

Create customer service response templates.

Company/product: [NAME]
Support channel: [EMAIL / CHAT / SOCIAL / PHONE SCRIPTS]
Tone: [FORMAL / FRIENDLY / EMPATHETIC]

Scenarios to create templates for:
[LIST THE COMMON SITUATIONS]

For each template, create:
1. Scenario name
2. When to use it
3. Template text with [PLACEHOLDERS] for personalization
4. Variations if the situation differs slightly
5. Escalation guidance (when this template isn't enough)

Templates should:
- Acknowledge the customer's situation
- Provide clear information or next steps
- Sound human, not robotic
- Include personalization points
- End with an offer to help further

Make them easy to customize—no template should go out unchanged.

Write a response to a customer complaint.

Customer name: [NAME]
Issue: [WHAT THEY'RE COMPLAINING ABOUT]
How they contacted us: [EMAIL / SOCIAL / REVIEW / ETC.]
Severity: [MINOR INCONVENIENCE / SIGNIFICANT ISSUE / MAJOR PROBLEM]
Our fault? [YES / NO / PARTIALLY]

What happened:
[DESCRIPTION OF THE SITUATION]

What we can do to resolve it:
[AVAILABLE REMEDIES]

Write a response that:
1. Acknowledges their frustration (don't be defensive)
2. Takes responsibility where appropriate
3. Explains what happened (briefly, without excuses)
4. Offers a clear resolution
5. Commits to preventing recurrence (if applicable)
6. Thanks them for bringing it to our attention

Tone: Empathetic and professional. Match their energy level. If they're very upset, be warmer. If they're businesslike, be efficient.

Write a feedback request message.

Context: [WHAT JUST HAPPENED—PURCHASE, SUPPORT INTERACTION, ETC.]
Customer name: [NAME]
Feedback type: [REVIEW / SURVEY / NPS / GENERAL]
Where feedback goes: [GOOGLE, SURVEY LINK, REPLY TO EMAIL, ETC.]

What we want to learn:
[WHAT QUESTIONS DO WE WANT ANSWERED]

Incentive (if any):
[DISCOUNT, ENTRY TO WIN, ETC.]

Write a request that:
- Thanks them for their business/interaction
- Explains why their feedback matters
- Makes it easy to provide feedback (one click if possible)
- Sets expectations on time required
- Mentions any incentive naturally

Keep it short. Make the ask clear and the action easy. Don't guilt-trip—invite them genuinely.

Write a service update notice to customers.

Type of update: [MAINTENANCE / OUTAGE / FEATURE CHANGE / POLICY UPDATE]
Timing: [WHEN THIS HAPPENS/HAPPENED]
Impact: [WHAT CUSTOMERS WILL EXPERIENCE]
Duration: [HOW LONG]
Action required: [WHAT CUSTOMERS NEED TO DO, IF ANYTHING]

Write a notice that:
1. States what's happening clearly (don't bury the lead)
2. Explains when and how long
3. Describes the impact honestly
4. Tells them what to do (if anything)
5. Explains why (briefly)
6. Apologizes for inconvenience if appropriate
7. Provides a way to get help or updates

Tone: Clear, direct, and reassuring. Don't over-apologize, but acknowledge impact.

Write an apology email to a customer.

What went wrong: [DESCRIBE THE MISTAKE]
Impact on customer: [HOW IT AFFECTED THEM]
Our responsibility: [OWN IT / PARTIAL / EXTERNAL FACTOR]
Resolution: [WHAT WE'RE DOING TO FIX IT]
Goodwill gesture: [DISCOUNT, CREDIT, FREE ITEM, ETC.]

Customer name: [NAME]
Relationship: [NEW CUSTOMER / LONG-TIME / VIP]

Write an email that:
1. Apologizes directly (don't hide behind passive language)
2. Acknowledges the specific impact on them
3. Explains briefly what happened (no excuses)
4. Details the resolution clearly
5. Offers appropriate goodwill gesture
6. Commits to doing better
7. Invites them to reach out with any concerns

Be genuine. A good apology can strengthen the relationship.