Guides › Customer Support
Work out what's really behind a complaint
Lay out the facts of a complaint, the likely causes and the questions to ask, so you can respond fairly instead of guessing.
When to use it
When a complaint isn't straightforward
Step by step
Gather what you know
Collect the customer's message, the order or account history, and any photos or screenshots they've sent. Remove names, addresses and payment details.
Ask for a structured look
Paste or attach everything into your AI assistant.
Prompt to copyI'm a customer service rep looking into a complaint. Here is the customer's message and the account history, with personal details removed: [paste]. Please give me: 1) the customer's main points in their own terms, 2) the facts we can confirm from the history, 3) three to five possible causes, from most to least likely, including things outside our control (such as weather, courier delays or seasonal usage), 4) the questions I should ask or checks I should run to confirm the cause, and 5) what a fair outcome might look like if each cause turned out to be true.Run the checks
Work through the questions and checks. Your company's records and policy decide what's true, not the AI's list.
Reply with what you found
Explain to the customer what you checked, what you found and what you're doing about it.
What you get
Customer's point: winter bill is double last month's. Confirmed: usage up 85% since October; meter read was actual, not estimated. Likely causes: colder weather and heating use; new appliance. Check: ask about changes at home since October.
Tips
- Ask the AI to list causes outside the customer's control too. It stops you jumping to blame either side.