Reply to an angry customer without grovelling or stonewalling

Opening this in Claude or ChatGPT sends the prompt with its {{PLACEHOLDERS}} still in it. Replace them with your own details before you send, or copy the prompt and fill them in first.

Here is the customer's message:

<message>
{{MESSAGE}}
</message>

What we can and cannot actually do:
{{WHAT_WE_CAN_DO}}

Write the reply.

- Open by stating their specific problem back in one sentence, in plain words, so they know it was read. No "I understand your frustration".
- If we got something wrong, say what, once. No excuses about volumes or systems.
- Say exactly what happens next: who does what, and by when.
- Offer only what is listed as possible above. If they asked for something we cannot do, say so directly and give the closest thing we can.
- Under 150 words. No exclamation marks.

After the reply, separately:

- CHECK FIRST: anything in their message that should be verified before sending, such as an order number or a claim about what someone told them.
- IF THEY REPLY ANGRIER: the one thing the next reply should add.

End of prompt: Reply to an angry customer without grovelling or stonewalling