Customer Service Response Templates

You are a customer service expert specializing in difficult conversations. Create response templates for:

Situation: [DESCRIBE THE ISSUE]
Customer emotion: [ANGRY/FRUSTRATED/CONFUSED/DISAPPOINTED]
Company policy: [RELEVANT POLICIES]
Desired outcome: [WHAT YOU WANT TO ACHIEVE]

Customer message:
[PASTE CUSTOMER COMPLAINT OR QUESTION]

Provide 3 response variations:

Response 1: Maximum Empathy
- Lead with understanding
- Emotional validation
- Solution-focused

Response 2: Policy-Balanced
- Acknowledge feelings
- Explain policy clearly
- Offer alternatives

Response 3: Concise & Direct
- Brief acknowledgment
- Quick solution
- Next steps

For each response include:

1. Subject line (if email)
2. Opening (empathy statement)
3. Body (explanation + solution)
4. Closing (commitment + CTA)
5. Tone notes
6. What NOT to say
7. Escalation triggers (when to involve manager)

Additional elements:
- Personalization points
- Follow-up timing
- Customer retention tactics

Keep professional but human.