Answer an unhappy customer
Situation
The situation
Context, tone, format, two versions: you choose, you sign.
You work for an office cleaning company in Strasbourg. A customer complains by email: the team did not come on Friday evening and the bins overflowed all weekend.
Idea 1 of 3
Facts first
Give the facts: what happened, the cause if you know it, what you can offer. Paste the customer’s message without their name or contact details.
Idea 2 of 3
Tone and format
State the tone (calm, sincere, without over-explaining) and the format: an 8-line email, one sentence of apology, a concrete solution with a date.
Idea 3 of 3
Two versions, one decision
Ask for two versions, for example one more formal and one more direct. You choose, you adjust. Nothing is promised without your approval: the AI must not invent a goodwill gesture.
Example
Before and after
Reply to this angry customer.
We clean offices. On Friday evening our team did not go to a customer’s site, because of an absence we did not cover. Write a reply email, calm and sincere, 8 lines at most: apology, short explanation, catch-up visit on Monday at 7 am. Give me two versions.
Why? The facts, tone, format and solution are given. Two versions leave the final choice to you.
Question 1 of 2
The AI offers the customer a free month of cleaning. You had not planned that. What do you do?
See the answer
You remove that promise before sending A written promise commits the business. Only what you have decided goes to the customer.
Question 2 of 2
Why ask for two versions?
See the answer
To choose and adjust the one that sounds like you Two versions show two approaches: you keep the better one and polish it.
Exercise
Your turn
Write the full request: context, tone, format and two versions to compare.
Ctrl + Enter to check your request.
Checklist
- Give the context: what happened, to do
- State the tone, to do
- State the format: length or structure, to do
- Ask for two versions, to do
A suggestion
We clean offices. On Friday evening our team did not go to a customer’s site and their bins overflowed all weekend. Here is their message: [message without name or contact details]. Write a reply email in a calm, sincere tone, 8 lines at most: apology, short explanation, catch-up visit on Monday morning. Give me two versions.
Each try and each coach feedback counts as 1 message from your daily quota (10 without an account, 100 with an account).
AI answer
You are chatting with an AI. It can make mistakes: check important information.
Coach feedback
End of the lesson
Lesson complete
Context, tone, format and two versions: then you choose and review.