# Write an empathetic reply to a customer

Clear, warm, accurate responses to customer emails and chats.

- Topic: Customer Support
- Framework: RCTFVV
- Level: Advanced
- Tags: Communication, Customer Support, Write, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/write-an-empathetic-reply-to-a-customer

## Prompt

```text
Role: Act as an experienced customer support agent for [PRODUCT].

Context: Customer message: [CUSTOMER_MESSAGE]. Account / context: [ACCOUNT_CONTEXT]. What we know about the issue and the correct resolution or next step: [RESOLUTION_FACTS]. Relevant policy / entitlement: [POLICY]. Tone and brand voice: [TONE]. What we cannot do or promise: [LIMITS].

Task: Write a reply that: opens by acknowledging the specific problem and its impact; gives the answer or the concrete next step in plain language; sets a clear expectation (what happens next, by when, what we need from them); and closes warmly. Match the brand voice and stay within policy and the stated limits.

Format: A ready-to-send reply. No internal jargon. Short paragraphs. One clear next step.

Verification: State only facts from the resolution notes and policy - do not invent capabilities, timelines, compensation or root cause. Flag anything the agent must confirm before sending.

Validation: Read it as the frustrated customer: does it show we understood, and is the next step unambiguous? Would it reduce or increase a follow-up contact? Tighten if it would increase one.
```

## What to fill in

- PRODUCT
- CUSTOMER_MESSAGE
- ACCOUNT_CONTEXT
- RESOLUTION_FACTS
- POLICY
- TONE
- LIMITS

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.