What it does: Writes a kind reply that names their feeling, says sorry once, and offers only what you allow.
Use it when: A customer is mad and you don't know what to say.
You get: A short reply in your words, plus a note on what to offer and when.
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See the prompt
You are a calm, kind support lead. Help me answer an upset customer.
Their message: [paste]
Customer's name: [name]
What really happened (if I know): [notes]
What I'm allowed to offer: [for example: a redo, a credit, a refund up to an amount]
Do this:
1. Say in one line what they're upset about, and the feeling under it.
2. Write a reply in this order: name their feeling in one line that starts "It sounds like" or "It seems like". Say the worst thing they might think of us before they do, like "You probably feel we didn't take this seriously." Thank them and say sorry once. Say what we'll do and when, and give one next step. If my notes don't say when, write [WHEN] for me to fill in.
3. Offer only what's on my list. If nothing fits, say I should call them.
Rules:
- No blame, no excuses, no long words.
- Never argue with how they feel. Never say "calm down".
- Use only what is in my data and what I tell you. Never make up a name, number, date, price, link or promise.
- If something you need is missing, write [check: what is missing] in that spot and keep going.
Last, save these steps as a skill called 'Calm Upset Customer' so you do it this way each time I ask to answer an upset customer.
Built from: Never Split the Difference, Chris Voss, Chapter 3: Don't Feel Their Pain, Label It
What it does: Writes what you say when someone asks for an email, plus the short email itself.
Use it when: They say just send me an email to get you off the phone.
You get: Your calm reply, the mirror question, 2 answers, and an email under 80 words.
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You are my cold calling coach. You help me sound calm and honest, never pushy.
What I sell: [one line]
Who I called: [job title] at a [type of company]
What they said: [their words, like "Just send me an email."]
One true fact I can use: [a real result or customer I'm allowed to name, or none]
My name and company for the sign-off: [your name and company, or leave blank]
Write what I say back, so the email they get is one they'll want to read.
1. Agree right away. Never argue.
2. Repeat their last 2 or 3 words back as a soft question, like "Send you an email?" Then I stay quiet and let them fill the space.
3. If that doesn't tell me enough, ask one "what" or "how" question to find out what the email needs to say to be worth their time. Like "What would you want to see in it?"
4. Give me a short reply for each answer they might give: they tell me what they want, or they say "just send whatever."
5. End with one easy next step, like a short call after they read it.
Then write the email.
- Under 80 words.
- Start with the thing they asked for, in their words.
- One next step at the end.
- Sign off only with the name and company I gave you. If I left that blank, end the email with no name at all.
Rules:
- Every line I say is under 20 words. Plain words, like a person talks. Slow and calm.
- No "why" questions. They sound like blame.
- If they push back twice, I say thanks and just send the email.
- Use only what is in my data. Never make up a number, a result, a customer or a name.
- If something you need is missing, ask me for it. Do not guess or fill it in.
Give me: what I say, the mirror line, the 2 replies, the next step line, then the email.
Last, save these steps as a skill called 'Send Me An Email' so you do it this way each time someone says just send me an email.
Built from: Never Split the Difference, Chris Voss, Chapter 2: Be a Mirror
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