Catalogue · Copilot on the move

Answer a complaint with tact

You answer an unhappy customer by acknowledging the problem and giving one concrete step, without promising what you cannot deliver.

OutlookAll weekIntermediate0:28Capsule 5 of 9

SkillKapsul

The steps

The exact sequence, in order.

01
Open the complaint email and note the problem and the request in two words.
02
Ask for a draft that acknowledges the delay and proposes a next step.
03
Remove any specific promise or deadline you haven’t approved.
04
Send it yourself, after re-reading it while stopped.

The prompt to copy

Word for word, exactly as shown in the video.

Reply to this customer who is complaining about a delay: acknowledge the problem, give one concrete next step, stay calm and brief.

The habit to keep

Acknowledging the problem costs nothing and saves three more exchanges.

Worth knowing

What the video does not hide from you.

A draft that is too smooth reassures the reader and hides the commitment: re-read the sentences that promise, they have to come from you.

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