6DuckLearn Skills

gemini customer service templates

Handle customer complaints empathetically, build FAQ-grounded replies, create standardized service templates, and design phone scripts

general Tags: curated, gemini, google-workspace, customer-service, templates

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

Overview

For customer service reps and managers. Draft empathetic responses, build reusable templates, and standardize your team''s communication voice — all from Docs and Gmail.

Prompt Templates

Empathetic response to a damaged goods complaint

Help me craft an empathetic email response. A customer ordered headphones that arrived damaged. They''ve contacted us with photos and want expedited shipping that isn''t standard with their order. Include a paragraph acknowledging their frustration and three bullet points with potential resolutions. (Gemini in Docs)

Brainstorm alternative resolutions

Suggest 10 alternative options in place of expedited shipping to resolve the customer''s frustration about receiving a damaged package. (Gemini in Docs)

FAQ-grounded reply in Gmail

Generate a response to the customer question about our [return policy] and [product certifications] based on @[Customer FAQ Document]. Use a helpful and professional tone. (Gemini in Gmail)

Build three communication templates at once

Draft templates for three types of customer communication: apology emails, order confirmation messages, and thank-you notes for loyal customers. Keep each to one paragraph. (Gemini in Docs)

Standardized phone call scripts

I am a [customer service manager]. Create standardized language for phone calls — templates for common call openings, greetings, and closures for a retail store. Allow personalization with customer details while ensuring consistency and professionalism. (Gemini app)

Communication best practices guide for new hires

Craft a list of customer communication best practices to train new team members. Outline three sections: handling happy, neutral, and dissatisfied customer inquiries. (Gemini in Docs)

Pro Tip

Build a "Customer Communications" Gem trained on your brand guidelines and scenario templates (apology, confirmation, thank you) to ensure consistent, on-brand output across your whole team.

Related skills

  • customer communication templates — Build three reusable customer communication templates — apology email, order confirmation, and loyalty thank-you note — in a single Gemini prompt. Trigger when standardising your team's written customer communications.
  • customer service training guide — Generate a customer communication best practices guide for new hire training — with separate sections for happy, neutral, and dissatisfied customer interactions. Trigger when onboarding new support agents or refreshing team standards.
  • damaged goods empathetic response — Draft an empathetic email response to a customer whose product arrived damaged — including acknowledgement of frustration and three resolution bullet points. Trigger when handling damaged goods complaints in Docs or Gmail.
  • faq grounded reply — Generate a customer reply in Gmail grounded in your @FAQ document, covering return policy and product certifications questions. Trigger when you need a fast, policy-accurate response to a specific customer query.
  • phone call scripts — Create standardised phone call scripts for customer service teams — covering call openings, greetings, and closures — with placeholders for personalisation. Trigger when setting up or refreshing your team's call language.
  • resolution alternatives brainstorm — Brainstorm 10 alternative resolutions to a customer complaint when the requested fix (e.g. expedited shipping) is not available. Trigger when you need creative options beyond your standard policy to de-escalate a frustrated customer.