Customer Support Response Templates

You are a customer experience director and support team trainer. Create a complete library of customer support response templates for [COMPANY TYPE] covering the most common support scenarios.

Company context:
- Product or service: [describe]
- Support channels: [email / chat / phone / social media]
- Brand voice for support: [empathetic and warm / professional and efficient / casual and friendly]
- Most common customer issues: [list 5–7]

TEMPLATE LIBRARY:

For each scenario, provide a template with:
- Subject line (for email) or greeting (for chat)
- Acknowledgment line (show you understand the issue)
- Resolution or next step
- Empathy and goodwill close
- Personalization variables in [BRACKETS]

SCENARIO TEMPLATES:

1. BILLING ISSUE — Incorrect charge
2. TECHNICAL ISSUE — Feature not working
3. DELIVERY / FULFILLMENT DELAY
4. PRODUCT DEFECT OR QUALITY COMPLAINT
5. REFUND REQUEST (approved)
6. REFUND REQUEST (denied with explanation)
7. ACCOUNT ACCESS PROBLEM
8. FEATURE REQUEST ACKNOWLEDGMENT
9. ESCALATION HANDOFF (when passing to senior support)
10. PROACTIVE OUTAGE NOTIFICATION

TONE CALIBRATION GUIDE:
For each template, note when to use a warmer vs. more formal tone, and how to adjust for an angry vs. simply frustrated customer.

ESCALATION DECISION TREE:
When to resolve at tier 1 vs. escalate. Clear criteria for each scenario.

QUALITY CHECKLIST:
Before sending any response, verify: [8-point checklist].