2. Research Context

Gather relevant background from available sources:

~~email:

• Previous correspondence with this customer on this topic
• Any commitments or timelines previously shared
• Tone and style of the existing thread

~~chat:

• Internal discussions about this customer or topic
• Any guidance from product, engineering, or leadership
• Similar situations and how they were handled

~~CRM (if connected):

• Account details and plan level
• Contact information and key stakeholders
• Previous escalations or sensitive issues

~~support platform (if connected):

• Related tickets and their resolution
• Known issues or workarounds
• SLA status and response time commitments

~~knowledge base:

• Official documentation or help articles to reference
• Product roadmap information (if shareable)
• Policy or process documentation

3. Generate the Draft

Produce a response tailored to the situation:

## Draft Response

**To:** [Customer contact name]
**Re:** [Subject/topic]
**Channel:** [Email / Ticket / Chat]
**Tone:** [Empathetic / Professional / Technical / Celebratory / Candid]

---

[Draft response text]

---

### Notes for You (internal — do not send)
- **Why this approach:** [Rationale for tone and content choices]
- **Things to verify:** [Any facts or commitments to confirm before sending]
- **Risk factors:** [Anything sensitive about this response]
- **Follow-up needed:** [Actions to take after sending]
- **Escalation note:** [If this should be reviewed by someone else first]

4. Run Quality Checks

Before presenting the draft, verify:

• Tone matches the situation and relationship
• No commitments beyond what's authorized
• No product roadmap details that shouldn't be shared externally
• Accurate references to previous conversations
• Clear next steps and ownership
• Appropriate for the stakeholder level (not too technical for executives, not too vague for engineers)
• Length is appropriate for the channel (shorter for chat, fuller for email)

5. Offer Iterations

After presenting the draft:

• "Want me to adjust the tone? (more formal, more casual, more empathetic, more direct)"
• "Should I add or remove any specific points?"
• "Want me to make this shorter/longer?"
• "Should I draft a version for a different stakeholder?"
• "Want me to draft the internal escalation note as well?"
• "Should I prepare a follow-up message to send after [X days] if no response?"

Customer Communication Best Practices

Core Principles

1. Lead with empathy: Acknowledge the customer's situation before jumping to solutions
2. Be direct: Get to the point — customers are busy. Bottom-line-up-front.

…

customer-research

围绕客户问题进行多来源调研与溯源，快速整理背景并支持准确回复。

draft-offer

帮助起草含薪酬结构与条款的录用通知书，并提供谈判沟通建议。