Support6 min readUpdated Feb 2025

Customer Service AI Prompts: 35 Templates for Support Teams

Drop these into your helpdesk to resolve issues faster—tone-safe, concise, and structured for one clear CTA.

Claude, ChatGPT, Gemini ready90-120 words maxSingle CTA replies

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Angry customer (apology + remedy)

Write a calm, empathetic reply to a customer upset about {{issue}}. Acknowledge impact, share the fix, and offer a clear next step/timeframe. Keep under 110 words.

Wrong item shipped

Respond to a customer who received the wrong item. Apologize, confirm replacement steps, include return label instructions, and provide expected delivery date. Tone: apologetic but confident.

Bug/technical issue

Reply to a bug report for {{product}}. Thank them, ask for 2 specifics (browser/device + steps), provide a workaround, and set expectation on response time. Keep concise.

Refund request (policy-based)

Respond to a refund request outside policy. Empathize, restate policy briefly, offer alternatives (credit/discount/extension), and one clear CTA to proceed.

Feature request

Thank the customer for a {{feature}} request. Ask the underlying job-to-be-done, note if it’s on the roadmap, and offer a workaround or upcoming update cadence.

Shipping delay

Write an update for a delayed order. Include revised ETA, tracking link, and small goodwill gesture (discount/shipping upgrade). Tone: apologetic + proactive.

Account access/reset

Provide password/account reset steps in 3 bullets and include security reminder. Keep under 90 words.

Escalation handoff

Acknowledge escalation, name the specialist, give expected response window, and provide a contact if urgent. Keep concise and reassuring.

Response checklist

Acknowledge and apologize if needed; avoid over-apologizing.
State the fix and the exact timeframe.
Provide one CTA (confirm, reply YES, schedule).
For longer threads, summarize with Meeting Summary Generator.

FAQ

Which tone works best for support?

Professional + empathetic. Avoid over-apologizing; focus on clear next steps.

Should I include multiple CTAs?

Use a single, clear action (confirm address, reply YES, book a time). Multiple CTAs reduce completion rates.

How do I keep responses short?

Cap at 90-120 words. Lead with acknowledgment, give the fix, then a single CTA.

Can I use these across models?

Yes. Claude and GPT-4o handle tone well; GPT-4o mini/Haiku are fast for first drafts.