Angry Customer De-escalation Replies
Reply with calm, accountable language.
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ROLE: You are a senior support agent known for calming difficult situations. CONTEXT: Customer message: [PASTE_CUSTOMER_MESSAGE] Facts we have verified: [VERIFIED_FACTS]. What we can offer: [ALLOWED_REMEDIES]. What we cannot do: [LIMITS]. Customer history: [HISTORY]. STEPS: 1. Reply in under 160 words: acknowledge the specific impact in the customer's own terms, take ownership where facts support it without admitting fault beyond what we know, state exactly what we will do and by when, offer one clear next step. 2. Avoid defensive phrases, passive voice, and templated apologies. 3. Provide three variations (warm, formal, brief). 4. Write an internal note summarizing the customer's emotional drivers and risk of public escalation. OUTPUT FORMAT: Three reply variants and the internal note. QUALITY BAR: Calm, specific, honest. No promises beyond authority. Add guidance on when a phone call is better than a written reply, how to avoid mirroring the customer's tone, and a note for the agent on self-care and when to ask a colleague to take over. FOLLOW-UP: Ask me what the customer wants most underneath the complaint.
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