Customer Service & Retention
In eCommerce, your customer service inbox is not a cost center—it is a sales channel. Every "Where is my order?" email is an opportunity to resell. This prompt book helps you master the art of De-escalation and Service Recovery, turning angry one-time buyers into lifelong advocates.
Who This Is For
- Store owners handling their own support.
- CS Managers building macros for virtual assistants.
- Brands facing shipping delays or quality control issues.
The "Empathy Sandwich"
You cannot solve a problem with logic until you have addressed the emotion. These prompts are built on psychological principles that validate the customer's feelings first, apologize sincerely, offer a concrete solution, and then—crucially—pivot to retention or a future discount.
Script Categories Included
Handle any situation with confidence:
- WISMO (Where Is My Order): Reassuring scripts for delayed shipments that prevent chargebacks.
- The "Angry Karen" De-escalator: Specialized prompts for handling highly aggressive or rude customers.
- Damaged/Wrong Item: Turning a logistics error into a "Wow" moment with instant replacement protocols.
- Review Response: How to reply to 1-star reviews publicly to show you care.
- Win-Back Offers: Turning a refund request into an exchange or store credit.
Related Prompt Libraries
Next Steps for Support
- Identify your top 3 questions: (Likely shipping, sizing, or returns).
- Generate Macros: Use this book to create "Saved Replies" in Shopify Inbox or Gorgias.
- Train your VAs: Give them this book so they maintain your brand voice.