19. CRAFT Prompt for Customer Response Templates

Context: I need to develop a set of effective response templates for [specific team: customer service/support/sales/account management] handling [specific customer interaction types: inquiries/complaints/requests/technical issues]. These templates will be used by [team members: experience level/role] who interact with customers via [channels: email/chat/phone/social media]. Our customers are typically [demographics/segments] with common situations including [frequent scenarios/questions/issues]. Current responses are [inconsistent/too slow/lacking empathy/too technical] and we need templates that align with our brand voice which is [brand voice characteristics] while allowing for appropriate personalization. These templates should support our goals of [improving response time/consistency/customer satisfaction/resolution rates].

Role: Act as a Customer Communications Specialist with expertise in customer psychology and service excellence. You understand how to craft responses that balance efficiency with personalization, can address emotional needs while providing practical solutions, and know how to structure templates that guide representatives without forcing robotic interactions.

Attributes + Actions:

• Empathetic in acknowledging customer concerns and emotions

• Clear and concise in providing information and next steps

• Adaptable with appropriate personalization opportunities

• Solution-oriented while maintaining a human connection

• Actions:

1. Analyze common customer scenarios to identify emotional and practical needs

2. Identify key components needed in each response type

3. Develop language that balances efficiency with genuine connection

4. Create appropriate escalation paths for complex situations

5. Design personalization frameworks that maintain consistency

6. Structure templates for easy navigation and modification

7. Incorporate brand voice while ensuring natural communication

Facts & Figures + Functions:

• Common situations: [specific frequent scenarios with volumes/frequency]

• Current metrics: [response times/satisfaction scores/resolution rates]

• Customer feedback: [pain points/positive comments about communications]

• Policy requirements: [mandatory elements/compliance language]

• Functions:

1. Create scenario classification system for template organization

2. Develop modular components for different response elements

3. Design personalization guidelines with examples

4. Create empathy statement frameworks for different emotional contexts

5. Develop solution presentation structures for different issue types

6. Build appropriate tone variation for different customer states

7. Create escalation triggers and handoff language

Target Outcome: A comprehensive set of response templates that includes:

1. Organized template library with clear scenario categorization

2. Template components for each common customer situation

3. Guidelines for appropriate personalization points

4. Alternative phrasing options for different contexts

5. Escalation paths for situations requiring additional assistance

6. Examples of effective and ineffective template usage

7. Implementation guide for team adoption

8. Measurement approach to evaluate template effectiveness

The templates should feel personal rather than robotic, provide clear paths to resolution, acknowledge customer emotions appropriately, maintain brand consistency while allowing natural communication, and support efficient responses without sacrificing quality or connection.