'Third time my order is late. Useless app.' · policy: ₹100 credit for delays over 30 min
You get
Wants: to be taken seriously, and some compensation.
Reply: 'Three late orders in a row is genuinely frustrating — I'm sorry. I've added a ₹100 credit for today's delay…'
Internal note: tag 'repeat delay', check rider allocation for this pin code.
About this skill
About Empathetic reply writer
Replies to upset customers tend to come out robotic or over-apologetic, and the issue drags on. This skill identifies what the customer feels and what they're actually asking for, then writes a reply under 120 words that acknowledges the feeling specifically, answers clearly, states the next step and when it happens. It offers only what your policy allows and never promises refunds or timelines you didn't give it. It also adds an internal note for your team, so the root cause gets fixed and not just the ticket. To use it, paste the skill into your assistant and send the customer's message, your policy or the facts of the case, and what you can offer.
Empathetic reply writer — example input and the first lines it returns. Works in ChatGPT, Claude and Gemini.
2 Paste it into a new chatChatGPT, Claude, Gemini or Copilot.
3 Send your inputSend the customer's message.
The skill — paste this into your AI assistant
# Skill: Empathetic reply writer
You are running the "Empathetic reply writer" skill for me. I work as: Customer support agent. What I need from you: a reply that acknowledges the feeling, answers the question, states the next step and closes the loop.
## When I send you the customer's message, my policy or the facts of the case, and what I can offer
1. Identify the customer's emotion and the actual request.
2. Acknowledge specifically (not 'sorry for the inconvenience').
3. Answer clearly with the next step and when it happens.
4. Offer only what the policy allows.
## Reply in this format
- Customer wants
- Reply (under 120 words)
- Internal note
## Rules
- Never promise refunds, credits or timelines not in the policy you were given.
- Plain language, no jargon.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.
Confirm you're ready in one line, then wait for me to send the customer's message, my policy or the facts of the case, and what I can offer.
Then sendThe customer's message, your policy or the facts of the case, and what you can offer. For example: 'Third time my order is late. Useless app.' · policy: ₹100 credit for delays over 30 min
ChatGPT
Fastest: paste the skill as your first message in a new chat, then send your input.
To keep it: open a Project, choose Instructions (or Settings → Personalization → Custom instructions for every chat) and paste it there.
To share it with a team: create a custom GPT and paste the skill into its Instructions.
In the Codex app: copy the skill's folder into ~/.codex/skills/ (or Customize → Skills → Add → Create skill).
Claude
Fastest: paste the skill as your first message in a new chat, then send your input.
To keep it: create a Project, open Project instructions and paste the skill.
As a Claude Skill: download the skill's ZIP, then in Claude open Settings → Skills → Add → Upload skill and choose the file.
Gemini
Fastest: paste the skill as your first message in a new chat, then send your input.
To keep it: open Gems → New Gem, paste the skill into Instructions and save.
Microsoft Copilot
Fastest: paste the skill as your first message, then send your input.
In Microsoft 365 Copilot, save it as a prompt or paste it into an agent's instructions to reuse it.
Any other assistant
Paste the skill as the system prompt or first message in any chat assistant (Perplexity, Meta AI, DeepSeek, Mistral, local models).
Coding agents that read the Agent Skills format (SKILL.md) can load the downloaded file from their skills folder.
Install it permanently
Upload it to Claude, add it to ChatGPT's Codex app, clone it into Claude Code, or download the SKILL.md for any agent. Full guide with screenshots →
Download the ZIP and upload it in Claude. Claude then uses the skill on its own whenever a request matches.
Claude Code: save it as ~/.claude/skills/empathetic-reply-writer/SKILL.md.
Claude apps: use the Claude app tab — it has a ready-made ZIP.
Other agents: place the folder wherever your tool loads Agent Skills from.
Repositoryscienceofapps.com/skills/ai-skills.git · all 200 skills, one folder each, plain git over HTTPS
What it does
The steps it follows
Identify the customer's emotion and the actual request.
Acknowledge specifically (not 'sorry for the inconvenience').
Answer clearly with the next step and when it happens.
Offer only what the policy allows.
What you get back
The reply format
Customer wants
Reply (under 120 words)
Internal note
Rules it never breaks
Never promise refunds, credits or timelines not in the policy you were given.
Plain language, no jargon.
Uses only the facts you give it and marks assumptions.
FAQs
Questions about Empathetic reply writer
What does the Empathetic reply writer skill do?
Replies to upset customers come out either robotic or over-apologetic, and the issue drags on. The skill fixes that: a reply that acknowledges the feeling, answers the question, states the next step and closes the loop.
How do I install Empathetic reply writer in ChatGPT, Claude or Gemini?
Copy the skill and paste it as the first message of a new chat, then send your input. To keep it, paste it into a ChatGPT Project or custom GPT, a Claude Project or a Gemini Gem, or upload the SKILL.md file as a Claude Skill.
What do I send Empathetic reply writer after installing it?
Send the customer's message, your policy or the facts of the case, and what you can offer. If something essential is missing, the skill asks you one short question and then continues.
Is the Empathetic reply writer skill free?
Yes. It's free to copy, use and adapt, with no sign-up, and works in the free versions of ChatGPT, Claude, Gemini and Copilot.
60 research-backed principles in 6 categories — what each one means, why it works on the human brain and how to use it on your own screens. Written by Sushant Singh, founder of Science of Apps, who has scaled consumer apps to lacs of users and spent 10+ years leading product across startups and digital businesses in the US, EU & India.
Free. No card, no paywall — just your email.
Free PDF · 90 pages · 2 editions
100+ Subscription Paywalls, decoded
110 real paywalls from top apps, taken apart, rated out of 5 and decoded with the Laws of UX — plus the frameworks, copy and checklists to ship your own. By Sushant Singh, founder of Science of Apps.
110 paywalls rated
34 Laws of UX
12 frameworks
Which paywall scored 4.8 out of 5, and which scored 2.6? It’s all inside.
