L263 · AI at work · 2 min
Replying to a difficult customer
When a customer message makes your blood boil, let AI draft a calm reply while you take a breath.
01 · The idea
A customer writes in capital letters that the shoes arrived late and the box was crushed. Your first reply in your head is not the one you should send. This is a good moment to hand the first draft to a chatbot.
Tell it the facts: what the customer said, what really happened, and what you are willing to do, such as an exchange, a 10% discount on the next order, or a refund. Ask for a short, polite reply that admits what went wrong and offers that one fix.
Be clear about your limits. If you do not say what you can offer, the chatbot may promise a full refund or free shipping that you never agreed to.
Read the draft out loud before sending. Cut anything that sounds stiff or copied, add the customer's order details yourself, and keep the conversation in private messages instead of public comments.
02 · Think of it like this
Think of a calm friend standing behind the counter with you. You tell them what happened, they suggest what to say, and you still decide what comes out of your mouth.
03 · Do it now
04 · Quick check
Words in this lesson
See also
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Ask a chatbot to play the interviewer, one question at a time, and to give honest feedback on your answers at the end.
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Tell AI who your customers are and what you want them to do, and it can draft a post that sounds like a person, ready for you to tweak.