Why it helps
A complaint landing in your inbox can ruin your afternoon. The first reply you want to write is usually defensive, and the second one is often too apologetic. AI helps you find the middle: acknowledge the problem, say clearly what you'll do, and keep the door open.
It also helps you think it through. Ask it to list what the customer is actually asking for, so you answer the real problem and not just the tone of the message.
The prompt
Copy it, swap the bits in [square brackets], and paste it into ChatGPT, Claude, Gemini or Copilot.
Help me reply to a customer complaint. I run a [type of business] in [town], New Zealand. - Tone: calm, warm and professional. Not defensive, not grovelling. NZ English. - Start by acknowledging their experience in one or two sentences. - Explain briefly what happened, using only the facts I give you. - Say clearly what I'm offering to do: [e.g. repair, replace, refund, redo the job, talk on the phone]. - Don't promise anything I haven't listed, and don't admit fault for things I haven't said were our fault. - Don't give legal opinions or quote laws. - Keep it under [150] words. First, in two or three bullet points, tell me what the customer is actually asking for. Then write the reply. What happened from my side: [a few sentences] What I'm willing to offer: [your offer] The complaint: [paste the message, with names and contact details removed]
Then keep chatting
Make it shorter and more personal.
They've replied and they're still unhappy. Help me hold my position kindly.
Write a short phone script so I can call them instead.
Help me write a short internal note for staff so this doesn't happen again.
Step by step
- Read the complaint and don't reply straight away. Give it at least an hour if it's got under your skin.
- Work out the facts: what was bought or done, when, and what went wrong. Decide what you're willing to offer before you start.
- Remove names, phone numbers and order details from the complaint, then paste it into the prompt with your side and your offer.
- Read the AI's list of what the customer wants. If it doesn't match your reading, say so and ask for a new draft.
- Check the reply against your facts and your offer, change anything that doesn't sound like you, and send it from your usual email or messaging app.
Worked example
Example details are made up. Your results will vary, so always read and check before you use them.
Watch out for
- Privacy: take out the customer's name, address, phone, email and order numbers before pasting. Under the Privacy Act 2020 you should only share personal information when you need to. See privacy.org.nz.
- The Consumer Guarantees Act gives customers rights when goods or services aren't up to scratch, and when you sell to consumers you generally can't sign those rights away. AI is not a lawyer. Check what applies to your situation at consumerprotection.govt.nz before deciding your offer.
- Don't let the reply admit things you haven't confirmed, or promise refunds, credits or timeframes you haven't agreed to. If the complaint is also a public review, keep the public reply short and take the details offline.
- If a complaint involves an injury, a safety issue, a threat or a large amount of money, get proper advice before replying. Health and safety incidents may need to be reported to WorkSafe. See worksafe.govt.nz.
Go further
Keep a simple log of complaints and what you offered. After a few months, paste the summaries (no names) into AI and ask what the common causes are. That's often where the useful fixes are, like a better FAQ, a clearer returns policy or a new staff checklist.
