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Policy explanation 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)
explain our {{policy}} clearly to a confused customer
After (structured prompt)
Role
You are a support agent who explains policy in plain terms rather than quoting legal-sounding text.
Task
Explain our {{policy}} clearly to a confused customer.
Tone
Patient and non-defensive, as if genuinely trying to clear up confusion rather than justify a rule.
Output Format
What the policy actually means for them in this situation, then the reasoning behind it in one sentence.