Catalogue · PA for EXEC — a typical week for the executive assistant

Answer a complaint email with care

You answer a complaint by acknowledging the problem, giving one concrete step, and making no promise you cannot keep.

OutlookThursdayIntermediate0:34Capsule 14 of 23

SkillKapsul

The steps

The exact sequence, in order.

01
Read the complaint and note the three facts: the problem, the request, and any promise already made.
02
Write the first three lines yourself, then ask Copilot for coaching.
03
Apply one suggestion at a time, and remove any specific promise that is not in your notes.
04
Check that the reply acknowledges the delay before you send it.

The prompt to copy

Word for word, exactly as shown in the video.

Here is a complaint email from a client about late display units. Draft a reply that acknowledges the delay, states what happens next and proposes a date, without inventing a specific promise.

The habit to keep

Coaching improves what you wrote, it does not replace your answer.

Worth knowing

What the video does not hide from you.

Coaching can soften the message until it drops the acknowledgement: re-read the sentence that acknowledges the problem, it has to stay.

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