Customer Support Prompts

Present subscription flexibility options. Explain: 1. Difference between pause and cancel. 2. Pause duration options (1-3 months). 3. What happens during pause (billing, access). 4. How to resume after pause. 5. Full cancellation process and effects. 6. Data retention after cancellation. 7. Reactivation process if they return. 8. Benefits of each option. Offer flexibility to reduce churn.

Send post-purchase appreciation. Message: 1. Thank them for their purchase. 2. Confirm order details and shipping. 3. Provide tracking information. 4. Include product care/usage tips. 5. Link to support resources. 6. Invite them to reach out with questions. 7. Suggest complementary products. 8. Request review after they receive item. Start relationship on positive note.

Explain price match policy. Details: 1. Eligible competitors and retailers. 2. Timeframe for price match (before/after purchase). 3. Required proof (screenshot, ad, link). 4. Exclusions (clearance, used, different model). 5. How to submit price match request. 6. Processing time and method of refund. 7. Limitations (one per customer, etc.). 8. Contact for questions. Build trust through transparency.

Help customers verify compatibility. Process: 1. Ask for their current product/system details. 2. Check compatibility database. 3. Provide clear yes/no answer. 4. Explain any limitations or requirements. 5. Suggest compatible alternatives if not compatible. 6. Link to compatibility chart or tool. 7. Offer to verify before purchase. 8. Provide installation resources if compatible. Prevent returns through proactive verification.

Handle customization requests. Response: 1. Confirm customization options available. 2. Explain customization process. 3. Provide pricing for custom work. 4. Show examples of previous customizations. 5. Outline additional lead time. 6. Clarify return policy for custom items. 7. Request detailed specifications. 8. Assign point of contact for project. Turn inquiry into personalized sale.

Develop a product recall notification. Critical elements: 1. Urgent, clear subject line. 2. Specific products affected (model numbers, dates). 3. Nature of the safety issue. 4. Immediate actions customers should take. 5. Return/replacement process. 6. Compensation details. 7. Safety hotline and resources. 8. Apology and commitment to safety. Use multiple channels (email, SMS, social media). Prioritize customer safety above all.

Create comprehensive recall FAQ. Include: 1. Which products are affected (with images). 2. How to identify if you have affected product. 3. What the safety issue is. 4. What customers should do immediately. 5. Return/refund/replacement options. 6. How to get more information. 7. Timeline for resolution. 8. Contact information for questions. Prioritize clarity and customer safety.

Generate a comprehensive troubleshooting guide. Format: 1. Common symptoms/problems listed clearly. 2. Step-by-step diagnostic questions. 3. Simple solutions for each issue. 4. Visual aids or diagrams where helpful. 5. 'If this doesn't work' escalation path. 6. Safety warnings if applicable. 7. When to contact support. 8. Video tutorial links. Use numbered steps, clear language, and avoid technical jargon.

Troubleshoot promo code issues. Checklist: 1. Verify code spelling and case sensitivity. 2. Check expiration date. 3. Confirm minimum purchase requirements. 4. Verify eligible products/categories. 5. Check for one-time use restriction. 6. Ensure not combining with other offers. 7. Manually apply if valid but system error. 8. Offer alternative discount if code expired. Resolve quickly to prevent cart abandonment.

Craft a clear, friendly explanation of refund policies. Include: 1. Eligibility criteria (timeframe, condition of product). 2. Step-by-step refund process. 3. Expected processing time. 4. Exceptions and special cases. 5. Alternative solutions (exchange, store credit). 6. Required documentation. 7. Contact information for questions. 8. Reassurance about customer satisfaction commitment. Use simple language and bullet points for clarity.

Guide through RMA process. Steps: 1. Verify return eligibility. 2. Issue RMA number. 3. Provide return shipping instructions. 4. Specify packaging requirements. 5. List items to include (accessories, documentation). 6. Explain inspection and refund timeline. 7. Provide tracking instructions. 8. Set expectations for refund method. Make returns as smooth as possible.

Create an auto-response for peak times. Message: 1. Acknowledge receipt of inquiry. 2. Explain higher than normal volume. 3. Provide expected response timeframe. 4. Link to self-service resources (FAQ, knowledge base). 5. Offer alternative contact methods. 6. Provide order status checker if applicable. 7. Thank them for patience. 8. Assure them they haven't been forgotten. Include ticket number for reference.

Request payment method update. Communication: 1. Explain why update is needed (expiration, decline). 2. Provide secure update link. 3. Assure data security measures. 4. Set deadline to avoid service interruption. 5. List accepted payment methods. 6. Offer assistance if they have trouble. 7. Confirm successful update. 8. Thank them for prompt action. Make process secure and simple.

Write a transparent security breach notification. Must include: 1. Clear statement that breach occurred. 2. What data was compromised. 3. What data was NOT affected. 4. Timeline of discovery and response. 5. Immediate actions taken to secure systems. 6. Required customer actions (password reset, monitor accounts). 7. Resources provided (credit monitoring, support line). 8. Commitment to preventing future incidents. Be honest, clear, and action-oriented.

Communicate during service outages. Updates should include: 1. Clear acknowledgment of outage. 2. Services affected and not affected. 3. Current status and progress. 4. Estimated time to resolution (if known). 5. Workarounds if available. 6. What team is doing to fix. 7. How customers will be notified of resolution. 8. Apology and appreciation for patience. Update frequently even if no new info.

Compose a proactive shipping delay notification. Elements: 1. Clear subject line indicating delay. 2. Specific reason for delay (weather, supplier issue, high volume). 3. Original vs new estimated delivery date. 4. Tracking information update. 5. Compensation offer if significant delay. 6. Option to cancel if unacceptable. 7. Apology and appreciation. 8. Easy contact method for questions. Be transparent and take ownership.

Craft a value-focused upsell message. Technique: 1. Start by solving their current need. 2. Identify relevant upgrade opportunity. 3. Frame as benefit to them, not sales pitch. 4. Show specific value they'll gain. 5. Use social proof (others like you chose). 6. Provide comparison chart. 7. Offer trial or demo of premium features. 8. Make it easy to decline. Focus on helping, not selling.

Develop a retention script for cancellation requests. Strategy: 1. Acknowledge their decision respectfully. 2. Ask open-ended question about reason. 3. Listen actively to their concerns. 4. Offer targeted solutions (pause subscription, discount, feature upgrade). 5. Highlight value they'll lose. 6. Present limited-time retention offer. 7. Make cancellation easy if they insist. 8. Request feedback for improvement. Never be pushy or manipulative.

Present subscription flexibility options. Explain: 1. Difference between pause and cancel. 2. Pause duration options (1-3 months). 3. What happens during pause (billing, access). 4. How to resume after pause. 5. Full cancellation process and effects. 6. Data retention after cancellation. 7. Reactivation process if they return. 8. Benefits of each option. Offer flexibility to reduce churn.

Suggest complementary products naturally. Approach: 1. Solve their primary need first. 2. Identify natural product pairings. 3. Frame as 'customers also found helpful'. 4. Explain how items work together. 5. Highlight bundle savings if available. 6. Use their purchase history for personalization. 7. Make suggestions, not pressure. 8. Easy to add or ignore. Focus on enhancing their experience.

Provide technical specifications. Format: 1. Confirm exact product model. 2. Provide comprehensive spec sheet. 3. Include dimensions, weight, materials. 4. List technical requirements (power, connectivity). 5. Provide performance metrics. 6. Include certifications and compliance. 7. Link to detailed documentation. 8. Offer to answer specific technical questions. Be thorough and accurate.

Recognize and reward VIP customers. Message: 1. Acknowledge their loyalty and value. 2. Thank them for continued business. 3. Highlight their VIP status benefits. 4. Offer exclusive perks (early access, special discounts). 5. Provide dedicated support contact. 6. Invite feedback on how to serve them better. 7. Preview upcoming products/features. 8. Make them feel genuinely appreciated. Personal touch matters.

Outline warranty claim process. Steps: 1. Verify warranty coverage and dates. 2. List required documentation (receipt, photos, serial number). 3. Explain claim submission process. 4. Set expectations for review timeline. 5. Describe possible outcomes (repair, replace, refund). 6. Provide claim status tracking. 7. Outline appeal process if denied. 8. Offer support throughout process. Make it as painless as possible.

Resolve wrong item shipments. Protocol: 1. Apologize sincerely for the error. 2. Verify what they received vs ordered. 3. Immediately ship correct item (expedited). 4. Provide prepaid return label for wrong item. 5. Offer to let them keep wrong item if low value. 6. Provide discount or credit for inconvenience. 7. Waive any shipping fees. 8. Follow up to ensure satisfaction. Turn mistake into loyalty opportunity.

Request customer feedback effectively. Message should: 1. Thank them for being a customer. 2. Explain why feedback matters. 3. Estimate time to complete (keep it short). 4. Assure anonymity if applicable. 5. Highlight how feedback drives improvements. 6. Offer incentive if appropriate (discount, entry to drawing). 7. Make survey mobile-friendly. 8. Provide easy opt-out. Timing is crucial - send after positive interaction.

Handle account consolidation. Process: 1. Verify ownership of both accounts. 2. Explain what will be merged (orders, points, preferences). 3. Clarify what cannot be merged. 4. Outline data retention from each account. 5. Confirm which email will be primary. 6. Provide timeline for merger. 7. Explain how to access consolidated account. 8. Follow up to ensure successful merger. Protect data while providing convenience.

Explain premium account benefits. Structure: 1. Acknowledge their current plan. 2. Identify pain points they've expressed. 3. Show how upgrade solves those specific issues. 4. List all premium features with real examples. 5. Provide pricing comparison. 6. Highlight ROI or time savings. 7. Offer trial period if available. 8. Make upgrade process simple. Use their own words and needs to frame benefits.

Manage appointment requests. System: 1. Show available time slots. 2. Confirm customer's preferred date/time. 3. Send calendar invitation. 4. Provide preparation instructions. 5. Include cancellation/rescheduling policy. 6. Send reminder 24 hours before. 7. Provide easy rescheduling link. 8. Confirm any changes immediately. Make scheduling frictionless with automated confirmations.

Communicate backorder status. Update: 1. Acknowledge item is backordered. 2. Explain reason for backorder. 3. Provide current estimated arrival date. 4. Offer to notify when item arrives. 5. Present alternative in-stock options. 6. Allow easy cancellation if desired. 7. Guarantee original price if they wait. 8. Update proactively if timeline changes. Keep customers informed and give them choices.

Establish a billing dispute resolution process. Steps: 1. Acknowledge the dispute immediately. 2. Request specific details and documentation. 3. Review account history and transactions. 4. Explain charges clearly with itemization. 5. Identify any errors or misunderstandings. 6. Offer immediate correction if error found. 7. Provide detailed invoice breakdown. 8. Follow up to ensure satisfaction. Prioritize quick resolution and transparency.

Handle bulk order requests. Response: 1. Thank them for interest. 2. Ask for quantity and specifications. 3. Explain volume discount structure. 4. Provide custom quote if needed. 5. Outline bulk ordering process. 6. Discuss payment terms for large orders. 7. Provide lead time estimates. 8. Assign dedicated account manager. Treat as high-value opportunity.

Handle damaged product claims. Process: 1. Express concern and apologize. 2. Request photos of damage. 3. Verify order details. 4. Explain replacement options (same item, refund, credit). 5. Arrange return shipping (prepaid label). 6. Expedite replacement shipment. 7. Waive any restocking fees. 8. Follow up to ensure satisfaction. Make it hassle-free to maintain trust.

Guide email preference updates. Instructions: 1. Provide link to preference center. 2. Explain different email categories (promotional, transactional, newsletters). 3. Allow granular control over frequency. 4. Offer digest options instead of unsubscribe. 5. Respect unsubscribe requests immediately. 6. Confirm preference changes. 7. Explain which emails they'll still receive (account-related). 8. Make it easy to update anytime. Respect their communication preferences.

Create a professional, empathetic response to a customer complaint. Structure: 1. Acknowledge the issue and validate their frustration. 2. Apologize sincerely without making excuses. 3. Explain what went wrong (if appropriate). 4. Outline specific steps to resolve the issue. 5. Provide a timeline for resolution. 6. Offer compensation if warranted (discount, refund, credit). 7. Thank them for their patience. 8. Include direct contact information for follow-up. Tone should be warm, professional, and solution-focused.

Create an escalation handling process. Protocol: 1. Recognize when escalation is needed. 2. Acknowledge customer's request calmly. 3. Summarize the issue for supervisor. 4. Set expectations for callback/transfer time. 5. Ensure smooth handoff with context. 6. Brief supervisor on customer emotion and history. 7. Follow up after supervisor interaction. 8. Document escalation reason for training. Handle with professionalism and urgency.

Create an engaging feature request response. Components: 1. Thank them for the suggestion. 2. Validate the need they've identified. 3. Explain your product roadmap process. 4. Indicate if it's already planned (with timeline) or under consideration. 5. Invite them to elaborate on use case. 6. Provide link to feature voting/feedback portal. 7. Offer workaround if available. 8. Keep them updated on status. Make them feel heard and valued.

Handle accessibility requests. Response: 1. Thank them for bringing it to attention. 2. Ask about specific needs. 3. Explain current accessibility features. 4. Provide alternative access methods. 5. Offer personalized assistance. 6. Commit to improvements where needed. 7. Provide direct contact for ongoing support. 8. Follow up on implementation. Show commitment to inclusivity.

Handle data privacy requests. Process: 1. Acknowledge request within required timeframe. 2. Verify customer identity securely. 3. Explain what data you hold. 4. Provide data export in readable format. 5. Process deletion requests per policy. 6. Confirm completion of request. 7. Explain data retention requirements. 8. Document all requests for compliance. Follow GDPR/CCPA requirements strictly.

Assist with gift card issues. Guide: 1. How to check balance (website, phone, email). 2. Redemption process step-by-step. 3. Troubleshooting common errors. 4. Combining multiple gift cards. 5. Using gift card with other promotions. 6. Expiration policy. 7. What to do if card isn't working. 8. Replacement for lost/stolen cards. Make it simple and clear.

Provide installation assistance. Guide: 1. Assess customer's technical skill level. 2. Provide step-by-step instructions. 3. Include visual aids (photos, videos, diagrams). 4. List required tools and materials. 5. Highlight safety precautions. 6. Troubleshoot common installation issues. 7. Offer professional installation option. 8. Provide support contact during installation. Make complex installations manageable.

Address international shipping questions. Cover: 1. Countries you ship to. 2. Shipping methods and carriers. 3. Estimated delivery times by region. 4. Shipping costs and calculation method. 5. Customs and duties responsibility. 6. Tracking availability. 7. Import restrictions or prohibited items. 8. Currency and payment options. Provide country-specific information when possible.

Design an effective chat opening. Format: 1. Warm, personalized greeting. 2. Agent name and role. 3. Ask how you can help today. 4. Acknowledge any context from previous interactions. 5. Set expectations for response time. 6. Use friendly, conversational tone. 7. Offer proactive help based on page they're on. 8. Make them feel valued immediately. First impression sets the tone for entire interaction.

Explain loyalty program clearly. Details: 1. How points are earned (per dollar, actions). 2. Point value and redemption options. 3. Tier levels and benefits. 4. Point expiration policy. 5. How to check point balance. 6. Special earning opportunities. 7. Redemption process. 8. Member-exclusive perks. Use examples with actual dollar values to make it tangible.

Manage cross-channel transitions. Protocol: 1. Acknowledge previous interaction channel. 2. Confirm you have full context from other channel. 3. Summarize what's been discussed/attempted. 4. Explain why this channel is better for their issue. 5. Ensure seamless continuation of support. 6. Provide reference number for continuity. 7. Avoid making them repeat information. 8. Follow up on original channel if needed. Create unified experience.

Respond professionally to negative reviews. Approach: 1. Thank them for feedback. 2. Apologize for their experience. 3. Address specific concerns mentioned. 4. Take responsibility without being defensive. 5. Explain corrective actions taken. 6. Invite offline conversation to resolve. 7. Offer to make it right. 8. Show other customers you care. Keep response public but move resolution private. Never argue or make excuses.

Design a 5-email onboarding sequence. Email 1: Welcome and first steps. Email 2: Key features tutorial. Email 3: Best practices and tips. Email 4: Success stories and use cases. Email 5: Check-in and support resources. Each should: 1. Have clear CTA. 2. Provide immediate value. 3. Build on previous email. 4. Include help resources. 5. Be mobile-optimized. 6. Have personal tone. Set new users up for success.

Craft a helpful out-of-stock response. Include: 1. Apologize for unavailability. 2. Explain reason (high demand, seasonal, discontinued). 3. Provide restock date if known. 4. Offer waitlist/notification signup. 5. Suggest similar products with comparison. 6. Highlight benefits of alternatives. 7. Offer discount on alternative as goodwill. 8. Provide easy way to save original item. Turn disappointment into opportunity.

Create a secure password reset process. Workflow: 1. Verify customer identity (email, phone, security questions). 2. Explain reset process clearly. 3. Send secure reset link with expiration. 4. Provide alternative methods if email inaccessible. 5. Guide through creating strong password. 6. Confirm successful reset. 7. Suggest enabling 2FA. 8. Provide security best practices. Balance security with user-friendliness.