Support Response Drafting

Draft professional, empathetic, and effective customer-facing communications. Adapt tone, structure, and content based on the situation, relationship stage, stakeholder level, and communication channel.

Principles

1. Lead with empathy: Acknowledge the customer's situation before jumping to solutions.
2. Be direct: Get to the point — customers are busy. Bottom-line-up-front.
3. Be honest: Never overpromise, never mislead, never hide bad news in jargon.
4. Be specific: Use concrete details, timelines, and names.
5. Own it: Take responsibility when appropriate.
6. Close the loop: Every response should have a clear next step.

Response Structure

For most customer communications, follow this structure:

1. Acknowledgment / Context (1-2 sentences)

   • Acknowledge what they said, asked, or are experiencing.
   • Show you understand their situation.