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Blake Linde
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Calm reply to an upset customer

A de-escalating reply that commits to nothing you haven't approved.

Remove names and account numbers before you paste.

Prompt · 7 lines
Draft a calm reply to an upset customer for a [TYPE OF BUSINESS].
What happened (no names): [WHAT WENT WRONG]
What we can actually do: [WHAT YOU'VE APPROVED]
What we cannot do: [WHAT WE WILL NOT OFFER]

Tone: short, human, no blame. Acknowledge the problem, say what happens next, and give a name/role they can reach.
Do not apologize for something I didn't say we did. Do not offer a refund or discount I didn't list.
How to adapt it
  • Fill 'what we can actually do' before you run it. That's the whole point.
  • If this is going on a recorded line, say so and keep it shorter.
Don't paste this in
  • Customer names or account numbers
  • Health or legal claims
  • Use a business AI account, not a personal one, for company data.

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