Claude Prompt for Customer Support Response

This prompt helps you craft empathetic, solution-focused customer support responses that turn frustrated customers into satisfied ones. Perfect for support teams, customer success managers, and small business owners handling complaints and technical issues. Claude will generate professional responses that acknowledge emotions while providing clear next steps.

Works Best With: Claude (Sonnet or Opus) | Also works with: ChatGPT, Gemini

The Prompt

Write a customer support response to this situation:

Customer issue: [DESCRIBE THE PROBLEM]
Customer emotion: [e.g., frustrated, confused, angry, disappointed]
Customer message: “[PASTE THEIR EXACT MESSAGE IF AVAILABLE]”

Our company: [COMPANY NAME]
Product/service: [WHAT THEY PURCHASED]
Resolution we can offer: [WHAT YOU CAN DO TO FIX IT]

Create a response that:
– Acknowledges their frustration specifically
– Apologizes without being defensive
– Explains what happened (if known) in simple terms
– Provides clear steps to resolve the issue
– Sets expectations on timing
– Ends with reassurance and contact info for follow-up

Tone: Professional but warm, like a human who genuinely cares
Length: 4-6 sentences max

When to Use This Prompt

• A customer has complained about a product defect, service delay, or billing error
• You need to respond to a negative review or public complaint with care
• You’re handling a high volume of similar support tickets and need consistent quality
• You want to de-escalate an angry customer without sounding robotic or scripted

What You’ll Get

The AI will generate a concise, empathetic support response that validates the customer’s feelings, takes ownership of the problem, clearly explains the resolution path with specific timelines, and maintains a warm professional tone throughout. You’ll get a response that feels human-written and relationship-preserving, not template-driven or dismissive. The message will balance accountability with solution-focus.

Why This Prompt Works

• Emotion acknowledgment: Identifying the customer’s emotional state ensures the AI response matches their energy and validates their experience

• Specific resolution details: Telling the AI what you can actually offer prevents vague “we’ll look into it” responses that frustrate customers further

• Clear structural requirements: The six elements (acknowledge, apologize, explain, resolve, timeline, reassure) create complete, professional responses

• Length constraint: Limiting to 4-6 sentences forces clarity and respect for the customer’s time while avoiding over-explaining

How to Customize This Prompt

1. [DESCRIBE THE PROBLEM] — Summarize the issue in one sentence: “product arrived damaged” or “charged twice for subscription”
2. [CUSTOMER EMOTION] — Identify their tone from their message: frustrated, confused, angry, disappointed, or anxious
3. [PASTE THEIR EXACT MESSAGE] — Include their words so the AI can mirror language and address specific points
4. [COMPANY NAME] — Your business name for personalization
5. [WHAT THEY PURCHASED] — The specific product or service involved
6. [WHAT YOU CAN DO TO FIX IT] — Be specific: “full refund,” “send replacement overnight,” “apply account credit,” etc.

Pro Tips

• Add a personal touch: Ask the AI to include the customer’s first name and your own for warmth

• Request compensation guidance: If you’re authorized to offer discounts or credits, include “suggest a goodwill gesture if appropriate” in the prompt

• Tone variations: For high-value customers, add “make it extra personal and detailed” to get longer, more thoughtful responses

• Follow-up templates: Run this prompt again for “follow-up check-in after resolution” to create a complete ticket-closing workflow