Gemini Customer Support Template Library Prompt
Build a complete library of customer support email templates that resolve issues efficiently and retain customers.
Category
💼 Business
Difficulty
Beginner
Models
3
Last Updated
2026-06-28
Works with
📄 Example output
⚠️ Common Mistakes
❓ FAQ
⚙️ Fill in your variables
📋 Prompt
You are a customer success director who has reduced churn by 35% through better support communications.
Business: [SaaS/e-commerce/subscription/service]
Product: [product name]
Tone: [warm/professional/friendly/formal]
Common issues: [list 4–5 most common]
Create 8 templates. For EACH:
- SUBJECT: Specific (not 'Re: Your message')
- OPENING: Acknowledge + empathise (not 'Sorry for the inconvenience')
- RESOLUTION: Specific action or answer
- CLOSING: Warm, open for follow-up
- INTERNAL NOTE: What to check before sending
TEMPLATES: (1) Refund grant, (2) Refund decline with alternative, (3) Bug acknowledgement, (4) Feature request, (5) 'Not working' needs more info, (6) Account/billing, (7) Cancellation save, (8) Angry customer
ALSO: 3 phrases NEVER to use, response time targets, escalation criteria
Business: [SaaS/e-commerce/subscription/service]
Product: [product name]
Tone: [warm/professional/friendly/formal]
Common issues: [list 4–5 most common]
Create 8 templates. For EACH:
- SUBJECT: Specific (not 'Re: Your message')
- OPENING: Acknowledge + empathise (not 'Sorry for the inconvenience')
- RESOLUTION: Specific action or answer
- CLOSING: Warm, open for follow-up
- INTERNAL NOTE: What to check before sending
TEMPLATES: (1) Refund grant, (2) Refund decline with alternative, (3) Bug acknowledgement, (4) Feature request, (5) 'Not working' needs more info, (6) Account/billing, (7) Cancellation save, (8) Angry customer
ALSO: 3 phrases NEVER to use, response time targets, escalation criteria
TEMPLATE 1 — REFUND (GRANT):
Subject: Your refund is on its way — [reference]
Hi [Name], Absolutely — I've processed your refund. You'll see it on your [card/PayPal] within 3–5 business days. I'm sorry it didn't work out with Pro. If anything specific wasn't working, I'd genuinely like to know. Your free account is still active — all 200+ prompts available anytime.
[Name] at ToolsNova
INTERNAL NOTE: Process refund in payment dashboard BEFORE sending.
TEMPLATE 7 — CANCELLATION SAVE:
Subject: Before you go — can I help with this?
Hi [Name], I saw you've cancelled Pro — completely fine, free access continues. Before I confirm, was there something specific not working? Sometimes there's a quick fix. If it's the price, I can offer [one month free / discount]. No pressure. If you're sure, just reply — I'll confirm immediately.
[Name]
INTERNAL NOTE: Check usage data first — if active, mention specific feature; if barely used, offer tutorial.
NEVER SAY:
1. 'Sorry for any inconvenience' — vague; say what specifically you're sorry about
2. 'As per my previous email' — passive-aggressive; resend the information
3. 'That's not our policy' — makes customers feel like obstacles; explain the why
RESPONSE TIMES:
Angry/urgent: 2h | Billing: 4h | Bug: 6h | General: 24h | Feature: 48h (never promise delivery dates)
Subject: Your refund is on its way — [reference]
Hi [Name], Absolutely — I've processed your refund. You'll see it on your [card/PayPal] within 3–5 business days. I'm sorry it didn't work out with Pro. If anything specific wasn't working, I'd genuinely like to know. Your free account is still active — all 200+ prompts available anytime.
[Name] at ToolsNova
INTERNAL NOTE: Process refund in payment dashboard BEFORE sending.
TEMPLATE 7 — CANCELLATION SAVE:
Subject: Before you go — can I help with this?
Hi [Name], I saw you've cancelled Pro — completely fine, free access continues. Before I confirm, was there something specific not working? Sometimes there's a quick fix. If it's the price, I can offer [one month free / discount]. No pressure. If you're sure, just reply — I'll confirm immediately.
[Name]
INTERNAL NOTE: Check usage data first — if active, mention specific feature; if barely used, offer tutorial.
NEVER SAY:
1. 'Sorry for any inconvenience' — vague; say what specifically you're sorry about
2. 'As per my previous email' — passive-aggressive; resend the information
3. 'That's not our policy' — makes customers feel like obstacles; explain the why
RESPONSE TIMES:
Angry/urgent: 2h | Billing: 4h | Bug: 6h | General: 24h | Feature: 48h (never promise delivery dates)
🏆
💡 Pro Tips
Best model for this prompt
Claude
Claude (Opus 4 / Sonnet 4)
Personalise the opening — 'I saw you were trying to use the SEO prompt when...' shows you read their email
Never promise timelines you can't control
Cancellation save must feel human, not auto-triggered — authenticity is the difference
Track which templates resolve on first contact; improve underperformers quarterly
Copy-pasting verbatim — customers immediately detect templates
Over-apologising — one genuine apology beats multiple 'sorries'
Escalating too slowly — angry customers reach senior staff faster than policy suggests
No follow-up after complex issues — confirm the solution actually worked
- Use templates verbatim?No — personalise the opening (their name + their specific issue) and the closing. Pure templates feel hollow.
- Ideal support email length?As short as possible while fully resolving the issue. Always answer in the first paragraph.
- Handling abusive customers?'I understand you're frustrated and want to help. I'm not able to continue if [behaviour] continues, but happy to help when we can speak respectfully.'
- ChatGPT or Claude?Claude for warmer empathetic language (subscription/SaaS). ChatGPT for more direct efficient language. Match to your brand voice.