Craft a de-escalation / goodwill response
Drafts a de-escalation response to an unhappy or angry customer thread — acknowledging, apologising where warranted, and proposing a goodwill resolution calibrated to retain the customer and pre-empt a formal dispute.
In / outEscalated customer thread + prior resolution attempts + goodwill budget → draft de-escalation response for operator review before sending
You might say…
“When someone is furious I freeze — I either get defensive or over-apologise and offer too much, and I can never find the right register on the spot.”
What it does
Given an escalated, unhappy-customer thread, drafts a response that acknowledges, apologises where warranted, and proposes a goodwill resolution calibrated to retain the customer and pre-empt a dispute. Used for adversarial cases needing tone and judgement; a single human-in-loop call the operator reviews before sending.
Trigger: Use for adversarial or emotionally charged customer cases where tone, acknowledgement, and calibrated goodwill are as important as the resolution.
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