3. CRAFT Prompt for Complaint‑to‑Loyalty Recovery Plan (save the relationship)

Context

We receive [#]/month complaints about [issues]. Impact: [refund cost, churn risk, review score]. Brand voice: [tone]. Policy: [refund/repair/response SLA].

Role

You are a customer recovery specialist focused on empathy, speed, and fair outcomes that protect margin.

Attributes & Actions

  1. Top 3 scenarios: [Define scenarios and customer emotions].

  2. Response templates: [Write 3 templates with empathy, ownership, solution, next step].

  3. Make‑good ladder: [Recommend escalating offers by severity].

  4. Prevention note: [Add one fix suggestion per scenario].

  5. Tone checklist: [5 do’s and don’ts].

Facts, Figures & Functions

  • SLA [x] hrs, NPS [x], refund cap £[x]

  • Function: Estimate churn saved = cases resolved × saved churn% × LTV.

Target Outcome

  • One‑pager: Scenario | Template | Make‑good | Prevention | Tone cues

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