6DuckLearn Skills

dissatisfied customer followup

Request a follow-up call with a customer who left negative feedback — acknowledge their concern and offer concrete resolutions. Trigger when you need to close the loop with an unhappy customer via Gmail.

data-processing Tags: curated, google-workspace, customer-feedback, support, analytics

Attribution: Prepared by 6DuckLearn. Inspired by Google Workspace with Gemini Prompting Guide 101 (2025).

When to use this

You're a customer support specialist or manager who has received negative feedback — from a survey, review, or direct complaint — and you need to proactively reach out to the customer. The goal is to acknowledge their frustration, schedule a call, and come prepared with resolution options.

What you'll get

A professional, empathetic email requesting a follow-up call at a specific date and time — acknowledging the customer's concern, proposing example resolutions, and making it easy for them to accept or suggest alternatives.

Prompt template

Use this in Gemini in Gmail (compose a new email, then open the Gemini panel):

Request a follow-up conversation on [date] at [time] with this customer who provided negative feedback to understand their concern and offer resolutions. Include example solutions.

Fill in the variables:

  • [date] — the specific date you're proposing (e.g. "Tuesday 15 April" or "this Thursday")
  • [time] — the time slot with timezone (e.g. "2:00 PM AEST", "10:30 AM GMT")
  • Before prompting, paste or reference the customer's original feedback so Gemini can tailor the email to their specific concern

Customisation tips

  • Paste the customer's exact feedback into the email draft first so Gemini references their specific complaint
  • Add "Suggest three resolution options: a replacement, a store credit, and a full refund" to get concrete options included
  • Specify tone: "Be warm and apologetic — avoid defensive language"
  • Request a subject line: "Also suggest a subject line that doesn't feel automated"

Iteration suggestions

After Gemini responds:

  1. Prepare for the call → use resolution-alternatives-brainstorm (from the customer-service-templates workflow) to expand your resolution options before the call
  2. Track the outcome → log the resolution in your feedback spreadsheet and revisit feedback-trend-analysis to see if this issue type is systemic
  3. Update self-service content → if the issue recurs, add it to your self-service-blog-from-policy to prevent future contacts

Related skills in this workflow

Step Skill What it does
1 feedback-trend-analysis Analyse trends in feedback spreadsheet
2 return-policy-simplification Simplify return policy into 5 clear steps
3 self-service-blog-from-policy Turn policies into self-service blog post
4 post-call-survey-questions Create post-call survey questions
5 self-service-email-template Email template for self-service resources
6 → You are here dissatisfied-customer-followup Request follow-up call with unhappy customers

Related skills

  • feedback trend analysis — Analyse trends and patterns in a customer feedback spreadsheet using Gemini. Trigger when you need to surface insights from raw feedback data, spot categories with rising complaint volume, or investigate customer sentiment shifts over time.
  • post call survey questions — Generate post-call customer satisfaction survey questions that measure call effectiveness, issue resolution, and likelihood to recommend. Trigger when setting up CSAT or NPS surveys after support interactions.
  • return policy simplification — Simplify a complex return policy document into 5 clear sequential steps customers can follow. Trigger when you have dense policy text and need to transform it into scannable, actionable customer-facing instructions.
  • self service blog from policy — Turn support policy documents into a short self-service blog post covering return, refund, and store credit policies. Trigger when you want customers to resolve common issues without contacting an agent.
  • self service email template — Draft a customer email that highlights self-service resources and a blog link for common support issues. Trigger when you want to proactively deflect support contacts by pointing customers to help content.
  • gemini customer feedback analysis — Analyze feedback trends from spreadsheets, simplify return policies, create self-service content, and run voice-of-customer surveys