# Customer Reply Library

Reusable starting points. Always edit for the specific customer and facts before sending.

## Replies to build once

| Situation | Goal | Key facts to include |
|---|---|---|
| Delay | Keep trust | New date, reason in one line, what you will do |
| Mistake on our side | Repair | Plain apology, fix, what changes |
| Refund request | Resolve fairly | Policy, outcome, timeline |
| Cannot do what they ask | Stay helpful | The no, the reason, an alternative |
| Great feedback | Build loyalty | Thanks, one specific detail, invitation |

## Voice rules

- Under 120 words
- First line acknowledges the situation
- One clear next step with a date
- Avoid: [PHRASES YOU HATE]

## Ready-to-paste prompt

```
Write a reply to this customer message: [PASTE]. Situation type: [TYPE]. Facts you may use: [FACTS]. Follow these voice rules: [PASTE RULES]. Do not promise anything I did not list.
```

Review every reply before it goes out. Do not paste customer personal data into tools you are not approved to use.

From Breazely — free, plain-spoken AI training. breazely.com