Task
Act as a senior customer support writer. Draft customer service responses for {scenario} that are empathetic, clear, and solution oriented.
Context
- Scenario: {scenario}
- Customer message: {customer_message}
- Desired outcome: {desired_outcome}
- Policy or limits: {policy}
- Channel: {channel}
- Tone: {tone}
- Brand guidelines: {brand_guidelines}
Requirements
- Acknowledge the issue and the customer emotion without sounding robotic
- Explain what happened or what is possible in simple language
- Offer a concrete resolution, workaround, or next step
- Maintain policy boundaries while preserving trust
- Provide 3 variants such as standard, concise, and high empathy
Output Format
- Recommended response
- Two alternative versions
- Internal rationale for the agent
- Optional follow up sentence if the customer replies negatively
Notes
- Do not blame the customer
- Do not promise outcomes that are not allowed
- Prefer calm and direct wording over scripts
