PromptOrix

Customer service teams respond to the same types of issues hundreds of times a week. The messages change but the situations repeat: refund requests, complaints, delivery problems, product questions, account issues, and angry customers who need to feel heard before anything else happens.

ChatGPT is excellent for this work. It produces consistent, professional, empathetic replies fast. The prompts below cover every major customer service scenario. Use them to build a library of templates your team can adapt, or generate situation-specific responses on the fly.

Complaint Response Prompts

General complaint response

Write a customer service response to this complaint: [paste complaint]. The response should: acknowledge what happened without admitting liability, express genuine empathy, explain what we are doing to resolve it, give a clear timeline, and close in a way that makes the customer feel valued. Tone: [professional / warm and conversational / formal]. Under 150 words.

Angry customer response

Write a response to a very angry customer who has sent this message: [paste message]. The customer is upset about [issue]. Do not be defensive. Do not dismiss their frustration. Acknowledge how they feel first, then address the issue, then offer a resolution. The goal is to de-escalate before solving. Under 150 words.

Public review response

Write a response to this negative public review on [Google / Trustpilot / App Store]: [paste review]. The response should: thank them for the feedback, acknowledge the specific issue they raised, avoid making excuses, briefly explain what we are doing or have done, and invite them to contact us directly to resolve it. Keep it under 100 words. Professional and human, not corporate.

Social media complaint response

Write a response to this complaint posted publicly on [Twitter / Instagram / Facebook]: [paste post]. It needs to be short (under 80 words), acknowledge the issue, not get into detail publicly, and move the conversation to a private channel. End with a direct message or email prompt. Tone: empathetic and responsive, not scripted.

Refund and Returns Prompts

Refund approved

Write a customer email confirming a refund has been approved. Order details: [order number, item, amount]. Refund timeline: [X business days]. Payment method being refunded: [original payment method]. The email should be clear, warm, and confirm what the customer needs to know without unnecessary detail. Under 100 words.

Refund declined

Write a response declining a refund request from a customer. Reason for decline: [outside return window / item is non-refundable / used or damaged by customer]. The response should: be clear about the decision, explain the reason without being harsh, reference the policy briefly, and offer an alternative resolution if one exists. Do not be dismissive. Under 150 words.

Partial refund offer

Write a customer email offering a partial refund of [amount] as a goodwill gesture for [issue]. The email should explain why a full refund is not being issued, frame the partial refund positively, and make the customer feel the decision is fair. Include next steps for them to accept the offer. Under 150 words.

Order and Delivery Prompts

Order delay notification

Write a proactive email to customers whose orders are delayed. Original estimated delivery: [date]. New estimated delivery: [date]. Reason for delay: [supply issue / courier delay / weather / high demand]. The email should: apologise sincerely, explain briefly, give the new timeline, and offer something to acknowledge the inconvenience (discount, free shipping on next order, or direct contact details). Under 150 words.

Lost or missing order response

Write a response to a customer reporting their order has not arrived. Order number: [X]. Expected delivery date: [date]. Steps taken so far: [none / tracking checked / courier contacted]. The response should: acknowledge their frustration, confirm what we are doing to investigate, give a timeline for an update, and outline the resolution options available (reship / refund) if the order cannot be located. Under 150 words.

Wrong item received

Write a response to a customer who received the wrong item. They ordered: [correct item]. They received: [wrong item]. The response should: apologise sincerely, explain the next steps clearly (keep the wrong item or return it, how the correct item will be sent, timeline), and make the process as easy as possible for the customer. Under 150 words.

Account and Technical Support Prompts

Account access issue response

Write a customer support response to someone who cannot access their account. Issue described: [paste customer message]. The response should: acknowledge the issue, provide clear step-by-step instructions to resolve it, and give them a direct contact route if the steps do not work. Avoid technical jargon. Under 150 words.

Technical issue acknowledgement

Write a response to a customer reporting a technical issue with [product / platform / app]. Issue reported: [describe issue]. Current status: [investigating / fix in progress / resolved]. The response should: confirm we have received the report, explain what we know so far, give a realistic timeline for resolution, and thank them for reporting it. Under 120 words.

Service outage communication

Write a customer-facing communication about a service outage affecting [product / platform]. Outage started: [time]. Expected resolution: [time / unknown]. Impact: [what customers cannot do]. Write three versions: a short social media post (under 80 words), an email to affected customers (under 150 words), and a status page update (under 60 words). All three should be clear, honest, and avoid technical language.

Escalation and Retention Prompts

Escalation handover note

Write an internal escalation handover note summarising this customer situation for a senior agent or manager. Customer name: [X]. Issue summary: [X]. Steps taken so far: [X]. Customer sentiment: [frustrated / very angry / distressed]. What the customer wants: [X]. Recommended next action: [X]. Keep it under 150 words and factual.

Retention offer for cancelling customer

Write a response to a customer who has requested to cancel their [subscription / account / service]. Reason they gave: [price / not using it / switching to competitor / unhappy with service]. The response should: acknowledge their decision without pressure, briefly address the specific reason they gave, offer a retention option if one is available ([discount / pause / downgrade / free month]), and make it easy to cancel if they still want to. Under 150 words.

Win-back email for lapsed customer

Write a win-back email for a customer who has not purchased or engaged in [X months]. Do not make them feel guilty for being away. Offer something genuinely useful: [discount / new feature / relevant update]. Keep it short, personal, and low pressure. The goal is to remind them why they chose us originally. Under 120 words.

Live Chat and FAQ Prompts

Live chat response templates

Create 10 live chat response templates for a [product / service type] customer support team. Cover the most common scenarios: greeting, asking for order number, apologising for a wait, escalating to a specialist, asking for more details, confirming a refund, closing a resolved chat, and handling a situation where you need to check internally and come back. Each template should be under 50 words and sound human, not scripted.

FAQ page content

Write FAQ content for [product / service / company] covering these questions: [list your FAQ questions]. For each answer, write in plain English, keep it under 80 words per answer, start with a direct answer to the question before adding any explanation, and avoid corporate or legal language. The goal is for customers to find the answer without needing to contact support.

For email-specific prompts that work across customer and business communication, see our ChatGPT for email writing guide. For prompts covering the broader business context, see our ChatGPT prompts for business guide. For prompt techniques that improve every response you get, see our prompt engineering techniques guide.