The method
Utilize this prompt set when training your LLM for customer service scenarios. Feed the prompts iteratively, evaluating the LLM’s ability to understand and respond with empathy. Refine prompts based on results. Use for chatbot development and agent training.
The prompts
Prompt 1
Imagine you are a customer support representative for a popular online retail company. A customer sends the following message: 'I ordered a product last week, and it still hasn't arrived. The tracking information hasn't been updated in days, and I'm getting worried. I need this product urgently. What's going on?' Craft a response that acknowledges the customer's frustration, provides reassurance, and outlines the steps you will take to resolve the issue. Include specific actions, such as contacting the shipping company and providing a timeline for resolution. Your response should convey empathy and a commitment to resolving the problem quickly.
Prompt 2
You are a customer service agent assisting a user who is experiencing technical difficulties with a software application. The user writes: 'I keep getting an error message when I try to save my work. I've tried restarting the program, but it still doesn't work. I'm about to lose all my progress, and I'm incredibly frustrated!' Compose a response that expresses understanding of the user's frustration and offers concrete troubleshooting steps. Suggest alternative solutions, such as saving the work in a different format or creating a backup copy. Ensure your tone is patient and helpful, even in the face of the user's distress. Offer to escalate the issue to a technical specialist if necessary.
Prompt 3
A customer contacts you regarding a billing error on their monthly statement. They state: 'I was charged twice for the same service this month! I've been a loyal customer for years, and this is unacceptable. I need this resolved immediately.' Respond in a way that validates the customer's concern, apologizes for the error, and explains how you will correct the billing issue. Provide a clear explanation of the steps you will take to refund the overcharge and prevent similar errors from happening in the future. Reiterate the company's commitment to providing excellent service and maintaining customer loyalty.
Prompt 4
Role-play a scenario where a customer is returning a faulty product they purchased online. The customer writes: 'I received the product yesterday, and it's completely broken! The packaging was damaged, and the item itself is unusable. I want to return it and get a full refund.' Write a response that acknowledges the customer's disappointment, apologizes for the inconvenience, and explains the return process in detail. Provide clear instructions on how to package the item for return, where to send it, and what to expect in terms of processing time and refund disbursement. Offer alternative solutions, such as replacing the faulty product with a new one, if available.