Reply to a public review or social media complaint
A public response that resolves, protects privacy, and reads well to every future customer who sees it.
The prompt
Write a public reply to a customer review or social media complaint.
Platform: [e.g. Google reviews, app store, X, Facebook, Trustpilot]
The post (paste it): [TEXT]
Star rating, if any: [NUMBER]
What actually happened, from our records: [FACTS - or "not yet investigated"]
Is their complaint fair? [fully / partly / not accurate]
What we can offer or have already done: [ACTIONS]
Brand voice: [e.g. warm and casual / professional]
Rules:
- Write for two readers: the customer and every future customer reading this thread.
- Never reveal order details, account information, or anything private in public. Move the specifics to a private channel and say how to reach us.
- If the complaint is inaccurate, correct the facts once, calmly, without arguing or calling them wrong.
- Thank them for specific feedback, not generically.
- No copy-paste corporate phrases ("We take this very seriously").
- Keep within the platform's practical length (under 80 words for social, under 120 for reviews).
Return:
1. The public reply.
2. The private follow-up message.
3. Whether I should reply at all, and one sign this needs to go to a manager or legal (e.g. safety, discrimination, legal threats).
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- e.g. Google reviews, app store, X, Facebook, Trustpilot
- TEXT
- NUMBER
- FACTS - or "not yet investigated"
- fully / partly / not accurate
- ACTIONS
- e.g. warm and casual / professional
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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