The task
Create a response library that helps a support team answer common customer issues quickly without sounding robotic or dismissive.
Response principles
Each response acknowledges the customer’s concern, gives the clearest next step available and avoids making promises the business may not be able to keep.
Delayed order
Thanks for reaching out. I’m sorry your order has taken longer than expected. I’ve checked the current status and the next step is to confirm the latest carrier update. I’ll share that information with you as soon as it is available.
Refund request
Thanks for letting us know. I can help you review the refund request. Please send the order number and the reason for the return so I can check the applicable policy and guide you through the next step.
Account access issue
I’m sorry you’re having trouble signing in. Please confirm the email address connected to the account. For security, do not send your password. Once the account email is confirmed, we can work through the available recovery steps.
Workflow
- Classify the request by urgency and category.
- Use an approved response as a starting point, not a rigid script.
- Personalize the details that matter to the customer’s situation.
- Escalate billing, security or policy exceptions when required.
- Record the interaction in the CRM and set any needed follow-up.
What this demonstrates
Professional written communication, customer empathy, CRM discipline, escalation awareness and the ability to create reusable support systems.