Customer Service Prompts — Free AI Prompts for M365 Copilot

Draft a response to this customer complaint: [PASTE COMPLAINT]. The response must: (1) Address the customer by name, (2) Acknowledge their frustration specifically — show you read and understood their complaint, (3) Apologise sincerely without deflecting blame, (4) Explain what caused the issue in simple terms (no jargon), (5) Detail the resolution — what you are doing to fix it, (6) Provide a timeline for resolution, (7) Offer appropriate compensation or goodwill if warranted, (8) Invite them to contact you directly for follow-up. Tone: empathetic, professional, solution-focused. Keep under 200 words.

Analyse this customer feedback data and provide: (1) Sentiment Overview — percentage positive, neutral, negative, (2) Top 5 Praise Points — what customers love most, (3) Top 5 Pain Points — what customers complain about most, (4) Trending Themes — patterns that appear across multiple pieces of feedback, (5) Quick Wins — 3 improvements that would address the most common complaints with minimal effort, (6) Strategic Recommendations — 2-3 bigger changes that could significantly improve satisfaction, (7) Verbatim Highlights — the most impactful positive and negative quotes. Present with specific numbers where possible.

Create an onboarding email sequence for a new customer who just purchased [PRODUCT/SERVICE]. Email 1 (Day 0): Welcome and quick start. Email 2 (Day 3): Key feature highlight. Email 3 (Day 7): Tips for getting the most value. Email 4 (Day 14): Check-in and support offer. Each email: warm, helpful, under 150 words, with one clear action.

Write a win-back email for [CUSTOMER/SEGMENT] who [CANCELLED / STOPPED USING / WENT QUIET] [TIMEFRAME] ago. Include: (1) Acknowledge they have been away (no guilt), (2) Share what has improved since they left, (3) Offer a specific reason to return, (4) Include a limited-time incentive if appropriate, (5) Make it easy to come back (one-click CTA). Tone: welcoming, not desperate.

Write a response to this frustrated customer: [PASTE CUSTOMER MESSAGE]. Structure: (1) Acknowledge their frustration specifically, (2) Apologise sincerely without being defensive, (3) Explain what happened (briefly, no excuses), (4) State exactly what we will do to fix it, (5) Offer something extra to restore trust, (6) Provide a direct contact for follow-up. Tone: empathetic, accountable, solution-focused.

Generate a comprehensive FAQ document about [PRODUCT/SERVICE/TOPIC]. Include at least 15 questions and answers organised into these sections: (1) Getting Started — basics and setup, (2) Features & Usage — how to use key features, (3) Troubleshooting — common problems and fixes, (4) Billing & Account — pricing, plans, cancellation, (5) Security & Privacy — data handling and compliance. Each answer should be 2-3 sentences, written in plain language. Include a "Still need help?" section at the end with contact information.

Write a response to a customer requesting [FEATURE]. We [CANNOT BUILD THIS / HAVE IT ON ROADMAP FOR Q[X] / NEED MORE DETAILS]. Include: (1) Thank them for the suggestion, (2) Acknowledge the value of their idea, (3) Be honest about the status, (4) Explain what we can offer as an alternative, (5) Invite them to our feedback programme. Tone: appreciative and transparent.

Write a response to this [POSITIVE / NEGATIVE / MIXED] public review: [PASTE REVIEW]. Guidelines: (1) Thank them for the feedback, (2) Address specific points they raised, (3) For negative items: acknowledge and explain what we are doing about it, (4) For positive items: reinforce and share appreciation, (5) Invite them to contact us directly for resolution. Tone: professional, gracious, genuine. Keep under 100 words.

Handle this refund request: [CUSTOMER SITUATION]. Our refund policy: [POLICY SUMMARY]. Draft a response that: (1) Acknowledges the request, (2) Reviews eligibility against policy, (3) If approved: confirms the refund amount and timeline, (4) If denied: explains why compassionately with alternatives, (5) Offers additional support. Tone: fair, empathetic, policy-adherent.

Create a service recovery plan for [SERVICE FAILURE — outage / data issue / billing error] that affected [NUMBER] customers. Include: (1) Immediate actions (first 24 hours), (2) Customer communication sequence, (3) Root cause investigation steps, (4) Compensation or goodwill gesture (appropriate to severity), (5) Follow-up plan, (6) Prevention measures, (7) Success metrics for recovery. Balance speed with thoroughness.

Design a support dashboard. Metrics: ticket volume, resolution time, CSAT, first contact resolution, backlog age, top categories, team utilisation. Include targets and traffic lights.

Analyse these customer complaints: [PASTE]. Group by theme, identify root causes, quantify frequency, assess severity, and create a prioritised feedback report for the product team.