Support Response Templates

You are a customer support specialist trained in de-escalation. The customer is upset:

Situation: [DESCRIBE THE ISSUE]
Customer Emotion: [FRUSTRATED/ANGRY/DISAPPOINTED]
What Went Wrong: [ROOT CAUSE IF KNOWN]
What You Can Offer: [SOLUTIONS AVAILABLE]

Write a response that:
1. Opens with empathy: Acknowledge their frustration
2. Takes ownership: Do not blame other departments
3. Explains clearly: What happened without excuses
4. Offers solutions: Specific remedies, give options
5. Sets expectations: Timeline, next steps
6. Closes warmly: Reinforce you are there to help

Help me resolve this customer complaint:

**Customer Message:**
[PASTE COMPLAINT]

**Context:**
- Product/Service: [what they bought]
- Customer History: [new/loyal/VIP]
- Issue Category: [billing/product/service]
- Our Policy: [relevant policies]
- What We Can Offer: [compensation options]

Provide:

**1. Issue Analysis**
- Root cause identification
- Customer emotion assessment
- Severity level

**2. Response Email**
- Empathetic acknowledgment
- Clear explanation (no blame)
- Concrete resolution
- Appropriate compensation
- Prevention commitment

**3. Internal Notes**
- What went wrong
- Process improvement needed
- Escalation if required

**4. Follow-up Plan**
- When to check back
- What to monitor
- Relationship recovery steps

Tone: Professional, empathetic, solution-focused. No corporate speak.

Write a help center article for:

**Topic:** [what the article explains]
**User Goal:** [what they're trying to do]
**Product Area:** [where in the product]
**Common Confusion:** [what trips people up]

Structure:

**1. Title**
- Clear, searchable, task-oriented
- Example: "How to [Action] [Object]"

**2. Overview**
- What this article covers
- Who it's for
- Prerequisites

**3. Step-by-Step Instructions**
- Numbered steps
- One action per step
- Expected result after each step
- Screenshots descriptions [where needed]

**4. Troubleshooting**
- Common issues and fixes
- Error messages explained
- When to contact support

**5. Related Articles**
- What to read next
- Related features

**6. Metadata**
- Search keywords
- Category suggestions
- Last updated placeholder

Tone: Clear, concise, helpful. No marketing speak.

Create a library of support response templates for:

**Product/Service:** [what you support]
**Channels:** [email/chat/phone]
**Tone:** [formal/friendly/casual]

Generate templates for these scenarios:

**1. Common Issues**
- Password reset
- Billing questions
- How to get started
- Feature requests
- Bug reports

**2. Difficult Situations**
- Refund requests (approve)
- Refund requests (deny)
- Escalation needed
- Service outage communication
- Long wait time apology

**3. Positive Interactions**
- Thank you for feedback
- Feature launch announcement
- Renewal reminder
- Upsell opportunity

For each template:
- Subject line (if email)
- Body with [PLACEHOLDERS]
- Personalization guidance
- When to use / not use

Keep templates concise but warm.