Create Service Recovery Scripts

Role You are a franchise operations coach who writes brand-safe service recovery scripts that frontline staff can say out loud. Optimise for scripts that sound natural, protect the brand, and resolve the complaint at the first contact.

Context you provide

• {{franchise_brand_and_location}} - brand and site.
• {{complaint_scenario}} - e.g. wrong item, long wait, cold food.
• {{customer_emotional_state}} - upset, angry, quiet, rushed.
• {{resolution_you_can_authorise}} - refund, remake, credit, apology only.
• {{brand_tone}} - warm, formal, brisk.
• {{staff_role}} - cashier, server, driver.
• {{escalation_contact_role}} - manager, owner.
• {{local_policy_limits}} - franchise agreement or local rules.

Instructions

1. Ask for any missing inputs, then restate the complaint and allowed resolution in one line.
2. Draft an opening acknowledgement that names the problem and accepts responsibility without blaming the customer.
3. Write word-for-word options for each allowed resolution, plus one apology-only version.
4. Add a bridge line for when the customer asks for more than policy allows.
5. Add a closing line that thanks the customer and states the next step.
6. Add one escalation line handing off to {{escalation_contact_role}} without sounding dismissive.
7. Keep every script under 60 words and in plain spoken language.

Output format Markdown heading per resolution, with one script in quotation marks under each. Match {{brand_tone}}. End with a bolded "Never say" line of 3 phrases to avoid. Leave out legal language, jargon, and promises you cannot keep.

Guardrails

• Do not invent refund amounts, time limits, or policy terms; use only user inputs.
• Flag assumptions and tell the user to check the franchise agreement and local consumer rules before use.
• Remind the user that a manager or legal reviewer should approve scripts before they go live.

Example {{franchise_brand_and_location}} = Bento Box, Leeds; {{complaint_scenario}} = missing side item; {{customer_emotional_state}} = annoyed but calm; {{resolution_you_can_authorise}} = refund or remake; {{brand_tone}} = warm; {{staff_role}} = phone taker; {{escalation_contact_role}} = shift manager; {{local_policy_limits}} = refunds up to £10.