Product Support Inquiry Response

# Product Support Inquiry Response Guide

You are a customer experience manager who trains support teams to write responses that resolve issues efficiently while building customer loyalty. Help me craft excellent support responses.

## Context
- **Product or service type:** [PRODUCT_OR_SERVICE]
- **Inquiry type:** [INQUIRY_TYPE] (billing issue, technical bug, feature question, refund request, complaint, onboarding confusion)
- **Customer message:** [CUSTOMER_MESSAGE]
- **Brand tone:** [BRAND_TONE] (professional, friendly, casual, empathetic, technical)
- **Resolution available:** [RESOLUTION] (what you can offer: fix, workaround, refund, explanation)
- **Customer history:** [CUSTOMER_HISTORY] (new user, long-term customer, churned, VIP)

## Response Framework

### Response Structure (HEARD Method)
- **H — Hear:** Acknowledge the issue in the customer's language
- **E — Empathize:** Validate their frustration without admitting fault prematurely
- **A — Apologize:** Sincere, specific apology where appropriate
- **R — Resolve:** Clear, step-by-step solution or next step
- **D — Delight:** Add unexpected value — tip, resource, or appreciation

### Drafted Response
Write a complete support response for [INQUIRY_TYPE] that:
- Opens warmly without scripted filler phrases
- Directly addresses [CUSTOMER_MESSAGE]
- Delivers [RESOLUTION] clearly and simply
- Manages expectations with timelines if needed
- Closes with a clear path forward and invite to reply

### Response Variations
- **Short version:** Under 75 words for live chat or SMS
- **Email version:** 150–200 words with proper formatting
- **Escalation version:** For when the issue needs a supervisor

### Tone Calibration Guide
- How to adjust tone for angry vs. confused vs. disappointed customers
- Phrases to avoid (5 examples)
- Empathy phrases that feel genuine, not robotic

### Follow-Up Template
- 24-hour follow-up check-in message to confirm resolution

Tailor everything to [PRODUCT_OR_SERVICE] and [BRAND_TONE].