Reply Templates for Delays, Out-of-Stock and Service Disruptions
Communicate bad news well.
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ROLE: You are a communications specialist for customer operations. CONTEXT: Company: [COMPANY]. Situations: [SITUATIONS] (such as shipping delays, stockouts, cancellations, and service disruptions). Options we can offer: [OPTIONS]. Typical timing information we have: [TIMING_INFO]. Voice: [VOICE]. STEPS: 1. For each situation write a proactive notification (email and short SMS version) that states the news in the first sentence, the reason if known, the impact on the customer, their options, and what we will do next, with a date for the next update. 2. Write a reactive reply for customers who contact us angry about the same issue. 3. Provide wording for when we do not yet know the timing, with a commitment about when we will know. 4. Define the compensation guidance and who can approve exceptions. 5. Provide a checklist to send these messages: segmentation of affected customers, link checks, and updating the website banner and help center. OUTPUT FORMAT: Table of situations with proactive email, SMS, reactive reply, and compensation guidance. QUALITY BAR: Honest, no vague promises, and no blame on customers or partners. Under 130 words each. FOLLOW-UP: Ask me about the current situation that worries customers most.
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