AI 프롬프트: 문제 해결

Help me de-escalate this customer situation:

What happened: [describe the issue]
Customer's emotional state: [angry / frustrated / disappointed / threatening to leave]
What they said: [paste their exact message or describe the call]
What we can actually do: [your constraints and options]
Relationship history: [new customer / long-time customer / VIP]

Provide:
1. An opening response that validates their emotion without admitting fault prematurely
2. A bridge statement that transitions from empathy to problem-solving
3. Three resolution options to offer (good / better / best)
4. Language to avoid (phrases that make angry customers angrier)
5. A follow-up message to send 24 hours after resolution
6. An internal escalation template if I can't resolve it myself

Build a complaint response library for [business type].

Top 10 complaints we receive:
[List each complaint category with approximate frequency]

Brand voice: [professional / friendly / casual]
Response time goal: [hours/minutes]
Channels: [email, chat, phone, social media]

For each complaint, create:
1. An empathy-first response template (customizable with [brackets])
2. Resolution steps the agent should take
3. Compensation guidelines: when to offer what
4. Escalation criteria: when this needs a manager
5. A prevention note: what to flag for the product/ops team
6. A 'win-back' follow-up message for after the issue is resolved

Help me find the root cause of this recurring customer issue:

The symptom: [what customers report]
Frequency: [how often it happens]
Affected segment: [which customers experience it]
Timeline: [when it started or got worse]
What we've tried: [fixes attempted so far]
Data available: [logs, tickets, metrics you have]

Conduct a root cause analysis:
1. Five 'why' analysis: drill from symptom to root cause
2. Contributing factors: what makes this issue worse or more frequent
3. A fishbone diagram structure (categories: people, process, product, environment)
4. The most likely root cause with evidence reasoning
5. Three fix options: band-aid, medium-term, permanent solution
6. A measurement plan: how to verify the fix actually worked

Help me build an escalation framework for our support team.

Team structure: [tiers, roles, managers]
Ticket volume: [daily/weekly]
Current escalation process: [what exists now, or nothing]
SLA targets: [response and resolution times]
High-risk scenarios: [situations that need immediate attention]

Design an escalation playbook:
1. Escalation tiers: what gets handled at each level
2. Trigger criteria: specific signals that require escalation
3. Response templates for each escalation level
4. Communication protocol: who gets notified and how
5. SLA adjustments: how timelines change at each tier
6. Post-escalation review: learning from every escalated case

I need to apologize to a customer (or group of customers) for [describe the mistake/issue].

What went wrong: [be specific about the failure]
Impact on customers: [how it affected them]
Our fault level: [fully our fault / partially / external factor]
What we're doing to fix it: [concrete steps taken]
Compensation available: [what you can offer]

Write:
1. A direct apology that takes ownership without corporate hedging
2. A clear explanation of what happened (honest, not defensive)
3. Specific steps we're taking so it won't happen again
4. Compensation or goodwill gesture with proper framing
5. A mass email version (if this affects many customers)
6. A personal version for high-value customers with extra care

A customer had a bad experience and I want to turn them into an advocate.

Original issue: [what went wrong]
How we resolved it: [what we did to fix it]
Customer's current sentiment: [still upset / neutral / pleasantly surprised]
Customer value: [lifetime value or tier]
Relationship length: [how long they've been a customer]

Build a service recovery plan:
1. A surprise follow-up gesture 1 week after resolution
2. A personalized check-in message at 30 days
3. An invitation to provide input on preventing similar issues
4. A loyalty program or exclusive offer as a genuine thank-you
5. A referral opportunity that benefits them (not just you)
6. A long-term relationship plan: quarterly touches that show you remember