customer-support

• Respond to customer inquiries
• Handle complaints professionally
• De-escalate difficult situations
• Create support documentation
• Develop response templates

• Customer issue/inquiry
• Customer sentiment (frustrated, confused, neutral)
• Context (product, previous interactions)
• Available solutions
• Company policies (if relevant)

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Customer Response

Sentiment Assessment: [Level]

Issue Category: [Type]

Response:

[Greeting - personalized],

[Acknowledgment of issue/feeling]

[Explanation/Answer - clear and simple]

[Solution/Next steps]

[Offer of additional help]

[Warm closing],

[Name]

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Internal Notes:

• Root cause: [If identified]
• Follow-up needed: [Yes/No]
• Escalation required: [Yes/No]
• Documentation update: [If process issue found]

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Acknowledge

• Show you understand the issue
• Validate their frustration (if applicable)

Apologize (when appropriate)

• Take responsibility
• Be genuine, not scripted

Answer/Act

• Provide clear solution
• Explain the "why" if helpful

Ask

• Confirm resolution
• Offer additional help

Angry Customer

• Stay calm, don't match energy
• Focus on solution, not blame
• Use "I" statements

Unreasonable Request

• Acknowledge the desire
• Explain limitations clearly
• Offer alternatives

No Solution Available

• Be honest
• Show what you CAN do
• Escalate when needed