Paste the customer complaint and your company context. Get an empathetic, professional response that resolves the issue and retains the customer.
Paste the customer's message and your company details. Customize the response before sending.
Write a customer service response to this complaint. The goal is to resolve the issue AND keep the customer. My company: [COMPANY NAME AND WHAT WE SELL] Support channel: [EMAIL / LIVE CHAT / SOCIAL MEDIA / PHONE SCRIPT] Company policy on this issue: [WHAT WE CAN AND CANNOT DO: refunds, replacements, credits, etc.] Customer's complaint: [PASTE THE CUSTOMER'S MESSAGE OR DESCRIBE THE SITUATION] Write a response that: 1. Opens with genuine empathy (not "I understand your frustration" which sounds robotic). Acknowledge their specific situation. 2. Takes ownership without blame-shifting. No "unfortunately" or "our policy states" as the first thing they read. 3. Explains what happened (if known) in simple terms, without making excuses 4. Offers a clear resolution: - Primary solution (what you can do right now) - Alternative if they are not satisfied with the primary option - Timeline for resolution 5. Adds a goodwill gesture that exceeds their expectation slightly (discount on next order, free upgrade, expedited shipping, etc.) 6. Closes with a specific next step and your direct contact information Rules: - Keep under 200 words (nobody reads long support emails) - Sound human, not corporate - Never say "per our policy" or "unfortunately we cannot" - If we are wrong, say so directly