Careful use in a sensitive area.
WHAT AI SHOULD DO
Help you draft Summarise a long complaint Identify what the customer actually wants Suggest what to address
WHAT IT SHOULD NOT DO
Respond directly Decide the outcome Determine whether to refund
WHY
Complaints are where the relationship is decided. A generic response confirms the customer's worst impression.
HOW TO USE IT WELL
"A customer is complaining about [issue]. The facts are [what happened]. I want to [resolve it how]. Draft a reply that acknowledges the specific problem, takes responsibility, and states what I will do."
WHAT TO INSTRUCT AGAINST
Excessive apology, which invites escalation Explanation that reads as excuse-making Vagueness about what happens next
WHAT TO ALWAYS DO
Read it when you are not annoyed Check every fact Make sure it addresses their actual complaint, not a general one
FOR PUBLIC COMPLAINTS
Every future reader sees your reply. A specific, measured response reassures more than the complaint discourages.
