Start small: ChatGPT to handle angry customer email

You probably should have a customer care training. But sometimes the email from a customer cannot wait until you complete one.

We all know the cliche: “It takes years to win a customer and only seconds to lose one.” And there are plenty of stories how ugly it can get when an angry customer meets a hiccup in company’s operations.

Ugly email from a customer can happen everywhere and I’ve seen people agonizing over the response for hours (trying not to make things worse). Customer care training (or a book, or a lecture) would be great, but as a proactive measure, not when the prompt response is necessary.

How to leverage AI quickly?

First, have a look at the following graphics from Customer Rage Study:

(I recommend reading source: https://www.consumerreports.org/customer-service/got-bad-customer-service-how-to-complain-well-and-get-results/ )

Now, you should be able to understand, how I’ve drafted an instruction for ChatGPT:

Notice that I’ve explicitly referred to lots of the consumers’ “wants” from the graph above.

And here’s the response from ChatGPT:

Subject: Apologies for the Delay and Resolution of Your Order

Dear Mark,

I hope this email finds you well, despite the frustration you experienced with your recent order. I sincerely apologize for the inconvenience caused and for the delay in delivering your book. Your feedback is important to us, and we deeply regret any negative impression this may have left.

First and foremost, please accept my assurance that the problem you encountered is not representative of the level of service we strive to provide. We value each and every customer, and it is disheartening to learn that we fell short of your expectations. Rest assured, we are taking immediate steps to rectify the situation and ensure such incidents are not repeated in the future.

To address the issue at hand, our team has investigated the matter, and I would like to provide you with an explanation. We encountered an unforeseen delay in our shipping process due to a significant increase in the volume of orders combined with a temporary shortage of the book you ordered. These unforeseen circumstances caused a backlog and resulted in the delay you experienced.

Please allow me to make it right. I have personally expedited your order, and you can expect it to be delivered within the next two business days. Additionally, I have issued a refund for the shipping charges as a gesture of goodwill for the inconvenience caused.

Again, I want to extend my sincere apologies for the frustration and disappointment this situation has caused. We deeply value your patronage and appreciate your patience throughout this process. If there is anything else I can assist you with or if you have any further questions, please don't hesitate to reach out to me directly.

Thank you once again for choosing our services and for giving us the opportunity to rectify this issue. We are committed to continuously improving our processes to ensure a better experience for our valued customers like yourself.

Wishing you a pleasant day ahead.

Warm regards,

[Your Name] Customer Service Representative

While it might not be factually accurate or written in informal-enough tone, it’s fairly easy to start with such a draft to avoid delays and move forward.

Such an approach from my informal polls saves between 10 and 60 minutes (depending on the expertise level) of work of employees responsible for answering customer complaints. On top of that, I heard that this trick also reduces the number of issues escalated to the point of getting the management involved.