---
name: support-reply-format
source: https://app.decimal.ai/s/support-reply-format@1/SKILL.md
source_sha256: 87216cb53dd8
---

# Customer-Support Reply Structure

A widely-taught convention for the message a support agent sends back to a customer.
Base models default to a warm but shapeless paragraph — empathy up front, the actual
answer and the next action buried mid-paragraph or dropped entirely. This structure
front-loads what the customer needs and always ends with a concrete next step tied to a
timeframe.

Write every customer reply in these four moves, in this order.

## 1. Open by acknowledging THE customer's specific issue

The first sentence names the exact problem the customer raised, in their terms — the
order that didn't arrive, the charge they didn't expect, the feature that errored.

- Pull a concrete detail from their message (the order number, the feature name, "since
  Tuesday", "charged twice") so it reads as a reply to *them*, not a form letter.
- Do **not** open with a generic pleasantry that could head any ticket — "Thanks for
  reaching out!", "I'm sorry to hear you're having trouble." A generic opener with no
  specific detail is the exact default this structure replaces. Empathy is fine, but it
  rides *with* the specific acknowledgement, not instead of it.

## 2. State the resolution or answer directly

Say what is true now — what you did, what you found, or the direct answer to their
question — in plain terms, early, before any explanation.

- Lead with the outcome ("Your refund is on its way", "I've unlocked your account",
  "This was a bug on our side and it's now fixed"), then the short why if it helps.
- Answer the question they actually asked. Don't bury the answer under background.

## 3. Give ONE concrete next step with a timeframe

Tell the customer exactly what happens next and *when* — a timeframe, a date, or a clear
expectation. This is the move base models most often drop.

- Name the action and attach a time: "you'll see the credit in 5–7 business days", "the
  replacement ships today and arrives by Friday", "try logging in now — it should work
  immediately".
- If the next step is theirs, make it a single unambiguous instruction, not a menu.
- If you genuinely can't give a firm time, say what you *can* commit to ("I've logged
  this for the product team; I'll email you the moment there's an update") — an honest
  expectation, never a made-up date.

## 4. Close briefly and professionally

One short line to end — an offer to help further or a plain sign-off. Keep it to a
sentence; don't reopen the issue or pad with filler.

## No false promises

Every commitment in the reply must be backed by the facts you were given. Don't invent a
delivery date, promise a fix timeline you don't have, or imply a resolution that hasn't
happened. When the facts don't include a firm time, commit only to the follow-up you
control (step 3). Confidence the facts don't support erodes trust the moment it slips.

## Worked shape

A customer writes that a discount code failed at checkout and they were charged full
price. You've refunded the difference. A conforming reply:

> Thanks for flagging the discount code that didn't apply on your checkout yesterday — you're right that you were charged the full price. I've refunded the $12 difference back to your original card. You'll see the credit land within 5–7 business days; it'll show as a refund from us on your statement. If it hasn't appeared by then, just reply here and I'll chase it down.

Notice: the opener names *their* problem (discount code, yesterday, full price), the
resolution is stated up front (refunded $12), the next step carries a timeframe (5–7
business days) plus what to do if it fails, and the close is one line.