Library/Cross-Functional Collaboration Micro-Tasks/Support Collaboration/Handle customer comms during a live P1 incident
TestedCross-Functional Collaboration Micro-TasksSame-Day Use (under 30 min)
About this prompt
This prompt helps an AE or CSM manage customer communication during a live incident, outage, or P1 affecting their account. It gives you the first message, the right update cadence, and the discipline to stay honest without speculating. Use it in the moment, when how you communicate determines whether the customer loses trust or comes out respecting the response.During an outage, silence and speculation are what break customer trust, not the incident itself. This prompt helps you communicate through it. Describe the incident and its impact in WHAT'S HAPPENING; give stakes in ACCOUNT, VALUE, RENEWAL/RELATIONSHIP EXPOSURE; state what you actually know in STATUS, CAUSE IF KNOWN, ETA IF ANY — and what you don't; rate the customer in CALM / ANXIOUS / ANGRY / EXEC-INVOLVED; and set your role in AE / CSM and what support or engineering is doing. It produces the first message to send now, the right update frequency for this severity, an honesty calibration on what to commit to versus keep open, when to bring in a leadership or exec touch, and the wait-for-facts discipline that stops you creating a second problem. Use this live during an active incident, not for the after-the-fact recovery follow-up. Tip: fill the part of STATUS covering what you don't know yet, since the prompt builds messages that acknowledge the issue credibly without promising a fix time you can't guarantee.The prompt
There's a live incident / outage / P1 affecting my customer, and how I communicate during it largely determines whether they lose trust or come out respecting how we handled it. Help me manage the cus
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Variables to replace
WHAT'S HAPPENING — OUTAGE, DEGRADATION, A SERIOUS BUG — AND ITS IMPACT ON THEM | ACCOUNT, VALUE, RENEWAL/RELATIONSHIP EXPOSURE | STATUS, CAUSE IF KNOWN, ETA IF ANY — AND WHAT I DON'T KNOW YET | CALM / ANXIOUS / ANGRY / EXEC-INVOLVED | AE / CSM — AND WHAT SUPPORT/ENGINEERING IS DOING
How to run it
- Copy the prompt and paste it into Claude, ChatGPT, Gemini, or Copilot — it's tuned to run in any of them.
- Replace the variables — swap each bracketed token for your deal's specifics. The variables list above explains every field.
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What good output looks like
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