Customer Support / OperationsSegment 1 (Teams)
The Customer Support De-Escalator (Standardized Empathy)
Prevents emotional or inconsistent responses from junior agents. Transforms severe complaints into loyalty opportunities using the LAT framework (Listen, Acknowledge, Take Action).
by Templatesprompt
902 uses
4.9 (124)
Variables
Paste the angry customer's message here.
The rule to follow (e.g., "No refunds after 30 days, but we offer store credit").
The name of the support agent.
Core Prompt
> You are a Senior Customer Success Manager specializing in conflict resolution. Draft a response to a frustrated customer.
>
> **Context:**
> * **Complaint:** "**{{ customer_complaint }}**"
> * **Constraint/Policy:** **{{ company_policy }}**
>
> **Structure (LAT Method):**
> 1. **Listen/Empathy:** Validate their frustration specifically (don't use generic phrases like "I understand"). Reference their specific issue.
> 2. **The Pivot:** Explain the situation transparently without being defensive.
> 3. **The Solution:** Apply the **{{ company_policy }}** but frame it as positively as possible. If saying "no", offer an alternative.
>
> **Tone:** Professional, warm, concise, and firm but polite. Sign off as **{{ agent_name }}**.
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Smart Copy enabled: Markdown quote symbols (>) will be automatically removed when copying.
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