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Prompt guide

Customer Service Manager or Representative

Use case: Standardize communication frameworks

You’re a customer service team manager. Your team has expanded, and you need to create scalable resources to standardize your communication across the team. You open a new Google Doc. You want to brainstorm, so you ask Gemini in Docs for help. You select Help me write and type:

✏️ Draft templates for three different types of customer communication. Create a template for apology emails, order confirmation messages, and thank you notes for loyal customers. Keep each template to one paragraph and use a friendly tone. (Gemini in Docs)

The suggested templates offer a great starting point for you to begin editing and adding in a few more elements consistent with your company’s brand and policies. You select Insert. Now you want to create a document that outlines your team’s communication best practices to be used for onboarding. You open a new Google Doc and prompt Gemini in Docs. You type:

✏️ Craft a list of customer communication best practices that can be used to train new team members.

Outline three sections including how to handle happy customer inquiries, neutral customer inquiries, and dissatisfied customer inquiries. (Gemini in Docs)

You also want to support the team with standardized language that they can use when interacting with customers on phone calls. You want to brainstorm, so you open gemini.google.com and type:

❇️ I am a [customer service manager]. I am trying to create standardized language that the team can use when interacting with customers on phone calls. Generate templates for common call openings,

greetings, and closures for a customer service representative at a retail store. These templates should allow for personalization with customer details. The goal is to ensure consistency and professionalism while allowing for differentiation with specific customer information. (gemini.google.com)

Use case: Improve customer service

You’ve noticed an uptick in customer complaints. You need to collaborate across departments to understand how you can address recurring issues. You start with an email to the other team leads. You prompt Gemini in Gmail by selecting Help me write. You type:

✏️ Draft an email to my colleagues proposing a meeting to discuss customer experience improvement initiatives. Request that marketing, sales, and product stakeholders meet in the next week to get a clear sense of roles and responsibilities. (Gemini in Gmail)

You lightly copy edit the email and send it to your colleagues. Now that you’ve sent the initial email, you want to create a spreadsheet that you can use to track progress on this cross-departmental initiative. You open Google Sheets and prompt Gemini in Sheets by selecting Help me organize. You type:

📊 Create a table to track the progress and impact of different customer experience improvement tactics using relevant metrics including support ticket volume and priority level (high, medium, low). (Gemini in Sheets)

You see a solid spreadsheet template with the categories you asked for already formatted. Now you just need to fill in specific details.

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