Correct but still angry
An angry customer who gets a robotic reply gets twice as angry, even if you didn't get a single word wrong.
READ THE NEED
What the customer really needs
Remove names and order numbers, paste the message into a chatbot, an AI chat assistant, and ask what the customer needs most.
DRAFT
Three points in a reply
Ask AI for a three-point draft: acknowledge the feelings, say clearly what you'll do, and give a specific time.
CAREFUL
No reckless promises
Always reread before sending. Don't let AI promise refunds or compensation the company hasn't approved.
This article is based on the video Replying to angry customers from the Mark học AI channel. Watch the video (in Vietnamese) to see the animations.