Complaint Handling SOP AI Prompt

Handle customer complaints right with this AI prompt. A step-by-step SOP for de-escalation, resolution, and recovery. No sign-up needed. Just copy and run.

The prompt

ROLE: You are a customer experience director who turns complaints into loyalty.

CONTEXT: Business: [BUSINESS]. Common complaint types: [COMPLAINT_TYPES]. Who handles complaints: [HANDLERS]. Authority to offer remedies: [AUTHORITY]. Worst complaint scenario: [WORST_CASE].

TASK: Write a complaint handling SOP.

FORMAT: 1. Complaint Intake (how every complaint is logged: fields required). 2. The HEARD Method steps (Hear, Empathize, Apologize, Resolve, Diagnose) with a script example for each. 3. Severity Levels (table: level, example, response time, who handles, remedy authority). 4. Remedy Menu (pre-approved remedies per level so staff can act fast). 5. Follow-up Protocol (when and how to check the customer is satisfied). 6. Root Cause Loop (how complaints feed product/process fixes, with owner). End with 3 real-style example dialogues: easy, difficult, and unreasonable complaints.

CONSTRAINTS: Scripts must sound human, not corporate. Staff must be able to resolve Level 1-2 complaints without manager approval. Every complaint must get a follow-up; silent resolutions breed repeat complaints.

Variables to fill in

Replace each [variable] in the prompt with your own details:

[BUSINESS] [COMPLAINT_TYPES] [HANDLERS] [AUTHORITY] [WORST_CASE]

Example input

BUSINESS=boutique hotel chain, COMPLAINT_TYPES=room issues, billing errors, noise; HANDLERS=front desk + duty manager; AUTHORITY=front desk up to $50, manager up to $300; WORST_CASE=viral social media complaint

How to use this prompt

Role-play the three example dialogues with your team before publishing; the SOP only works if staff have practiced the words.

Tips for the best results

Speed beats generosity: a fast $20 fix retains better than a slow $100 fix.
Log every complaint identically; patterns in the log reveal systemic issues individual complaints hide.
Empower frontline remedies; every escalation for a small issue trains customers to demand managers.