Customer support
Draft a customer reply from an approved policy
Work from the approved policy text and the confirmed facts of this one request. The reply applies only what the policy says, tells the customer what happens next, and names any fact you still need before a final answer.
A text to start with
I'm drafting a reply to a customer who wrote: [customer message]. The approved policy, pasted exactly: [policy text]. Confirmed facts of this case: [order date, product, account details, anything already done]. Write a reply that acknowledges the specific request, applies the policy to these facts, states the next action, and lists each unknown fact separately for me. Add no exception, refund, credit or promise that the policy text does not contain.
Example request. Change the details to fit your situation.Policy reply worksheet
Customer request in one sentence: [ ] Policy name and version: [ ] Policy section that applies: [ ] Policy wording, quoted exactly: [ ] Confirmed facts and where each came from: [ ] Facts still unknown: [ ] Who can confirm each unknown fact: [ ] Acknowledgment sentence: [ ] Policy-based answer: [ ] Next action and who takes it: [ ] Unresolved fact, as stated to the customer: [ ] Anything the policy does not cover: [ ] Person authorized to decide it: [ ]
Where policy replies go wrong
Check each sentence against the pasted policy and the case facts. Drafts tend to soften a refusal by hinting at an exception the policy never grants, or to name a refund amount, timeline or goodwill credit nobody approved. Watch for a policy paraphrased more generously than it is written. A date or condition the customer meets must be confirmed, not assumed from their message. Where the policy is silent on part of the request, the reply should say a person is checking that part instead of guessing.
Ask another agent to check the result
Compare this draft reply with the pasted policy line by line. Flag any exception, refund, credit, timeline or promise the policy does not state. Flag wording that makes a denial sound negotiable. For each problem, quote the draft sentence and the policy text it should match, or say the policy has no matching text.
Finish and route the reply
Mark every fact in the draft as confirmed or unconfirmed, and resolve the unconfirmed ones with whoever owns them before sending. If the case falls outside the policy, route it to the person authorized to grant an exception and tell the customer a person is reviewing it. Send the reply through your normal support channel, then record what you told the customer in the ticket.