# Client reply method

So every reply to a client follows the same method, whoever writes it and whichever AI helps.

How to use it: replace each example with your own content, then delete the guidance in italics. Keep the headings: they help your AI find the right passage.

## When to use this method

*The situations it covers, and the ones that need something else.*

Example:

> Any question or complaint received by email or through the form. Not for a dispute: in that case, tell the manager.

## The steps of a good reply

*Number them. Your AI will follow them in order.*

Example:

> 1. Thank them and restate the request in one sentence.
> 2. Answer the question asked, not a neighbouring one.
> 3. Offer an action and a date.
> 4. Give a way to reach us.

## Unhappy client

*What changes when the client is angry.*

Example:

> Apologise without looking for someone to blame. Offer a solution in the same reply. Answer within four working hours.

## What we can promise, and what we cannot

*The commitments anyone may make without asking.*

Example:

> We can: a call back within 24 hours, a free exchange, a one-week payment extension.
> We cannot: a refund, a discount above 10%.

## Sample reply

*A full reply that applies the method.*

Example:

> Hello,
> 
> Thank you for your message. You did not receive your March invoice. I am sending it again as an attachment, and by tomorrow I will check why the automatic email failed.
> 
> You can reach me on 01 00 00 00 00.