Create structured complaint handling scripts with empathy mapping and resolution paths.
## Customer Complaint Resolution Script Generate a structured complaint resolution script for the following scenario: **Complaint Type:** [COMPLAINT_TYPE — billing error/product defect/service delay/poor experience] **Severity Level:** [SEVERITY — low/medium/high/critical] **Company Policy:** [COMPANY_POLICY] **Customer History:** [HISTORY — new customer/loyal customer/VIP] **Script Structure:** ### Phase 1: Active Listening (30-60 seconds) - Greeting: "Thank you for contacting us, [NAME]. I'm [AGENT] and I'm here to help." - Let the customer explain fully without interruption - Take notes on key pain points - Verbal acknowledgments: "I understand," "That makes sense," "I can see why that's frustrating" ### Phase 2: Empathy & Validation (15-30 seconds) - Mirror the customer's emotion: "I completely understand your frustration with [SPECIFIC_ISSUE]" - Take ownership: "Let me take responsibility for getting this resolved for you" - Never blame the customer or other departments ### Phase 3: Investigation & Solution (1-3 minutes) - Ask clarifying questions if needed - Research the issue in the system - Present [NUMBER_OF_OPTIONS] resolution options: 1. [PRIMARY_RESOLUTION — refund/replacement/credit] 2. [SECONDARY_RESOLUTION — discount/escalation/callback] 3. [TERTIARY_RESOLUTION — alternative product/service recovery] ### Phase 4: Confirmation & Follow-up - Confirm the chosen resolution with the customer - Set clear expectations on timeline - Provide a reference/ticket number - Schedule a follow-up if needed - Close warmly: "Is there anything else I can help you with today?" **De-escalation Triggers:** - If customer raises voice → lower your tone, slow your pace - If customer uses profanity → "I want to help you, and I can do that best when we work together" - If customer threatens to leave → acknowledge their value, offer retention solutions
Free to copy and use. Compatible with Claude 4 Opus, GPT-5, Llama 4.
Replace [COMPLAINT_TYPE] and [COMPANY_POLICY] with your specific scenario details.
Initial release
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