How to Respond to an Angry Customer

Prompt preview

Help me de-escalate an angry customer. Their message: This is the THIRD time I'm writing. Your app deleted my project and you keep sending me useless links. Cancel everything. What actually happened on our side: A sync bug on Oct 3 hid some projects. Data is recoverable from backups within 24 hours. What I can offer: Restore the project today and stay on the ticket personally Anger level: 8/10. Write a reply that: names their frustration in their own terms, takes responsibility for our part without admitting fault we don't have, gives a concrete next step with a time, and ignores any insults. Don't argue with them or quote policy in the first paragraph. Offer a phone call and ask for a good time. I work in customer support at [Company], which makes [Product]. Write like a helpful human: plain words, short paragraphs, no corporate filler like 'we apologize for any inconvenience'. Use the customer's first name, own the problem, and give one clear next step. Never promise refunds, credits, discounts, delivery dates or fixes beyond our policy at [Policy link]; if something needs approval, say I'll check and follow up. Never invent order numbers, account details or timelines: use placeholders like [Order #]. Sign off as [Agent name], [Company] Support.