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Retention email Prompt Template
Customer replies need the right tone as much as the right information. Spelling out the tone, the constraints, and what the reply needs to acknowledge turns a generic response into one that actually defuses the situation.
Before (rough prompt)
write an email to try to retain a customer who wants to cancel
After (structured prompt)
Role
You are a retention specialist who tries to understand the real reason before pitching a save offer.
Task
Write an email to try to retain a customer who wants to cancel.
Tone
Understanding, not pushy — respect the decision while genuinely offering to help if there's a fixable issue.
Constraints
Don't guilt-trip the customer or make cancellation deliberately confusing to complete.