Customer service is one of those things that feels deeply personal — and because of that, most business owners resist letting AI anywhere near it. Understandable. But here's the reality: you're probably writing the same 15 responses over and over, and half of them are worse than they could be because you're tired or distracted when you write them.
AI doesn't replace your judgment. It replaces the blank screen. You still review and send. But instead of drafting from scratch, you're editing from something already 80% right.
Here are 20 prompts to build a full customer service response library in one session. Run them once, save the outputs, and you'll rarely have to write a CS response from scratch again.
First: Set Your Brand Voice
Context Prompt — Run This First
I run [BUSINESS NAME], a [TYPE OF BUSINESS]. My brand voice is [e.g. warm and direct, not corporate — like a knowledgeable friend]. My customers are [DESCRIBE].
For all customer service responses we write today: keep them concise (3–5 sentences unless the situation requires more), warm but professional, and always end with a clear next step. Never use phrases like "We apologize for any inconvenience" — that's corporate fluff. Be real.
✱ Run this once at the start of your session and it carries through every response you generate.
Category 1: FAQ Responses (Prompts 1–6)
Prompt 1 — FAQ Response Generator
Write polished, on-brand responses to these 5 frequently asked questions about my business:
1. [YOUR FAQ 1 — e.g. "What's your turnaround time?"]
2. [YOUR FAQ 2]
3. [YOUR FAQ 3]
4. [YOUR FAQ 4]
5. [YOUR FAQ 5]
Each response should be 2–4 sentences, friendly, and end with an action or offer to help further.
Prompt 2 — Shipping / Delivery Questions
Write 3 different responses for customers asking about [delivery/shipping/turnaround time]. One for when things are on track, one for when there's been a delay, and one for when we don't have enough information yet and need to check.
Prompt 3 — Pricing & Payment Questions
Write responses for these pricing-related questions:
1. "Can you do it for less?" or "Do you have a discount?"
2. "What's included in the price?"
3. "Can I pay in installments?"
Tone: confident but not defensive. Don't discount unless I say to.
Prompt 4 — Booking / Availability Questions
Write responses for:
1. Someone asking if I'm available for [DATE/PROJECT]
2. Someone asking how to book or get started
3. Someone who wants to change an existing booking
Make each response feel personal, not automated.
Prompt 5 — "How Does This Work?" Questions
A potential customer is asking how [YOUR PROCESS/SERVICE/PRODUCT] works. Write a clear, friendly 150-word explanation that covers: what happens first, what they need to do, what I handle, and what they get at the end. Avoid jargon.
Prompt 6 — Before-Purchase Questions
Write responses for someone who is on the fence about buying. They've asked: "Is this right for me?" Write a response that: asks one clarifying question to understand their situation, gives them a clear way to decide, and doesn't pressure them. The goal is a helpful conversation, not a hard sell.
Category 2: Complaints & Problems (Prompts 7–12)
Prompt 7 — General Complaint Response
A customer has written in with a complaint about [ISSUE]. They're frustrated but not hostile. Write a response that: acknowledges their experience without being defensive, takes responsibility where appropriate, and offers a clear next step to resolve it. No hollow apologies.
Prompt 8 — Refund Request
Write 2 versions of a refund request response:
Version A: When I'm approving the refund
Version B: When I'm declining the refund but want to offer an alternative
Tone: fair, clear, and empathetic. My refund policy is [DESCRIBE YOUR POLICY].
Prompt 9 — Something Went Wrong on Our End
We made a mistake — [DESCRIBE THE MISTAKE]. Write a response that takes full ownership, explains what happened in one sentence, and clearly states what we're doing to fix it. No corporate language. No over-apologizing. Just direct and human.
Prompt 10 — Angry or Hostile Customer
A customer sent an angry email with [DESCRIBE THEIR ISSUE]. The tone is aggressive but the underlying concern is legitimate. Write a de-escalating response that: doesn't match their energy, acknowledges the frustration, and moves straight to resolution. 3–5 sentences.
Prompt 11 — Negative Review Response
Write a response to this [Google/Yelp/etc.] review: "[PASTE THE REVIEW]"
The response should be public-facing, professional, and show other potential customers that we take feedback seriously. Do not be defensive. Do not offer a refund publicly. Invite them to continue the conversation privately. Keep it under 75 words.
Prompt 12 — Technical Issue / Not Working
A customer says [PRODUCT/SERVICE/TOOL] isn't working as expected. They're frustrated. Write a step-by-step troubleshooting response that: empathizes briefly, gives them 3 quick things to try, and tells them exactly what to do if those don't work.
Category 3: Retention & Follow-Up (Prompts 13–20)
Prompt 13 — Post-Purchase Follow-Up
Write a post-purchase email sent 3 days after someone buys [PRODUCT/SERVICE]. The goal: make sure they're getting value, answer any early questions, and start building the relationship. Keep it short — 150 words max. No upsell in this one.
Prompt 14 — Check-In Email (30 Days Later)
Write a 30-day check-in email to a customer who bought [PRODUCT/SERVICE]. Ask how it's going, offer help if needed, and include one gentle nudge toward [NEXT PRODUCT or DESIRED ACTION]. Conversational, not salesy.
Prompt 15 — Re-Engagement Email
A customer bought [PRODUCT/SERVICE] 3 months ago and hasn't been active. Write a re-engagement email that: acknowledges the gap without guilt-tripping them, reminds them of the value they purchased, and invites them back with a clear action step. Not pushy.
Prompt 16 — Testimonial / Review Request
Write 3 versions of a testimonial or review request email for customers who've completed [PRODUCT/SERVICE]:
Version A: Casual and brief (for text or DM)
Version B: Email format with a direct link
Version C: For someone who mentioned they loved it in a previous message
All should feel genuine, not transactional.
Prompt 17 — Referral Ask
Write an email asking a happy customer for a referral. They've been a client for [TIMEFRAME] and the relationship is good. Make it feel like a natural ask from someone they trust, not a corporate referral program. Include a clear "what to say" so they know how to describe us to someone.
Prompt 18 — Upsell / Cross-Sell Message
A customer has been using [PRODUCT/SERVICE] for 60 days. Write an email introducing [NEXT PRODUCT/UPGRADE]. Lead with a question about their experience, transition naturally into the new offer, and make the CTA feel like a logical next step — not a pitch. Keep it under 200 words.
Prompt 19 — Cancellation / Churn Prevention
A customer has said they want to cancel or stop working together. Write a response that: doesn't beg or guilt them, tries to understand what went wrong with one genuine question, and makes it easy for them to leave with a good impression. We want the door open for them to return.
Prompt 20 — VIP / Long-Term Customer Appreciation
Write a personal note to a customer who has been with us for [TIMEFRAME] and is one of our best clients. Not a sales email — just genuine appreciation. Mention something specific about what makes working with them great. Make them feel seen. Under 100 words.
✱ Personalize this one before sending. Add one real detail about the client and it becomes 10x more powerful.
Build your library, then hand it off
Once you've generated these templates, save them in a shared Google Doc or Notion page. Any team member, VA, or — eventually — your AI agent can access them and handle CS responses with your voice and standards. This is how a one-person business starts to scale like a team.
Want to automate this further?
Imagine an AI that handles customer service in your voice — 24/7.
The AI Agent Guide walks you through building a custom AI agent that uses your response library, your tone, and your business context to handle routine inquiries while you sleep.
Get the AI Agent Guide →
Also available: Profit Accelerator Playbook · Everyday AI Guide