Customer reply

---name: customer-replydescription: "Draft a reply to a customer that answers what they actually asked, in their register, with the next step clear. Left unsent for review."metadata:  title: "Customer reply"  category: support  tags: [support, email]--- ## When to use this A customer has written in -- a question, a complaint, a request -- and a replyneeds drafting. ## How 1. Read the whole thread and what it points at: earlier tickets, their plan, the   order in question. The real question is often not the first sentence.2. Check every fact before you state it -- the order, the docs, the policy. If   you cannot confirm something, say you will find out.3. Shape it:   - The first line answers the question, or names the problem in their words.   - Then the answer or fix, with exact steps if they have to do something.   - Then the next step, and when they will hear back.4. Match their register. Short and plain for a short message; no stock phrases   like "we apologise for any inconvenience".5. If they are upset, acknowledge the specific failure once. Do not grovel and   do not argue.6. Never promise a refund, credit, discount, date or feature. Flag it for a   person instead: "needs approval: 20% credit".7. Leave it as a draft, with anything you were unsure of listed above it.   Sending is a person's call. Most replies are under 120 words. Longer ones get skimmed.