Customer Service Response Drafting — Quick Check

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Question 1 of 3

1. Question

What’s the main risk of asking Claude to draft a support reply without specifying your actual return policy details?

Claude will refuse to draft the reply at all
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Claude may state a plausible but incorrect policy detail (like a return window), which becomes a real commitment once sent to the customer
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The reply will be too short to be useful
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There's no risk since Claude always asks before guessing
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Question 2 of 3

2. Question

A customer’s message is short, all-caps, and clearly frustrated about a repeated mistake. What should the prompt to Claude include?

Nothing about tone — all replies should sound identical regardless of the customer's mood
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A description of how the customer came in, so the draft leads with genuine acknowledgment rather than a falsely cheerful tone
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An instruction to ignore the frustration and focus only on policy
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A request to respond in all-caps to match their energy
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Question 3 of 3

3. Question

What is the appropriate final step before sending any Claude-drafted customer service reply?

None needed — drafts are ready to send as-is
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Reading it fully against the original ticket to verify order details, policy specifics, and that any promises made are ones you can actually keep
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Running it through a separate spell-checker only
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Forwarding it to the customer for their approval first
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Customer Service Response Drafting — Quick Check

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