Free guide

What to reply to an angry customer

A customer messages you, angry, at nine at night. If you answer in the heat of the moment, you might write angry. If you wait until tomorrow, they could spend the night writing a review. Here is a way to draft the reply calmly using ChatGPT, an artificial intelligence that writes text for you.

1. Open ChatGPT

Go to ChatGPT from your phone or computer.

ChatGPT

2. Copy this instruction

An instruction is the text you type to tell ChatGPT what you want. Copy this one and change what is in brackets: your business, the customer's message and what you can actually offer. It is written in Spanish because your customer writes to you in Spanish; translate it if you need to.

Eres el dueño de [tu negocio]. Un cliente me escribió este mensaje y está enojado: [pega aquí el mensaje del cliente, tal cual lo escribió] Escribe una respuesta corta y amable para mandarla por WhatsApp. Debe tener tres partes: 1) reconocer su molestia, sin poner excusas; 2) decir cómo vamos a arreglar el problema; 3) ofrecerle algo pequeño: [lo que sí puedes ofrecer]. No inventes datos, fechas ni promesas que yo no te haya dado.

3. Paste the customer's message unchanged

Put their message where the instruction asks for it, exactly as they wrote it. That way the reply answers what they actually said and not what you imagine they meant.

4. Look for the three parts

The reply should acknowledge their frustration, say how it will be fixed and offer something small you can actually deliver. ChatGPT sometimes adds excuses on its own, and to an angry customer they sound like pretexts; that is why the instruction asks it not to.

5. Review it before sending

ChatGPT can make mistakes or invent names, dates and promises. Read the whole reply, fix whatever is not true and change anything that does not sound like you.

It is going well if: It acknowledges the anger, says how it will be fixed and offers something you can deliver, in a few lines.
Fix it if: It makes excuses, promises something you cannot deliver or sounds like a robot.

Before you send

This lets you reply without making things worse and without losing the night. Check names and details one more time before you send the message.

If you would rather have us do it, message us on WhatsApp or see AI Chatbot.