Prompt guideDe-escalation
Recovery · Brief
De-escalation
When to use
Something has gone wrong and an executive is on the line.
- Something has gone wrong and an executive is on the line.
- You need acknowledgement and a next step.
- You must not admit liability or invent a concession.
You will need
- Customer name
- The account you are writing to.
- Executive
- The title of the person on the line.
- Incident
- What went wrong, in plain words.
The prompt
Draft a response to 's acknowledging the recent . Reiterate our commitment, outline immediate corrective actions, and suggest a formal review meeting without admitting legal liability or promising unapproved commercial concessions.
What good looks like
Example: not a client result
We acknowledge what happened. Here is what is in motion tonight. Here is a time for a formal review. We do not admit legal liability and we do not promise money nobody has approved.