The Write Response™ with GenAI · 1 or 2 days
The AI draft was fast.
The customer still got angrier.
GenAI can write an email in seconds, but it can’t tell what the sender is really upset about. The Write Response™ with GenAI teaches the thinking first, then walks participants through prompting their own AI tool to turn it into a complete, empathetic reply in a fraction of the time.
The R.I.G.H.T. System
Five steps from email received to trust built
At their own desk
Prompting live in their organisation’s approved GenAI tool
Prompts to keep
A tested prompt sequence they reuse the next morning
Sound familiar?
“We replied to the complaint, and the customer got angrier.”
“The AI draft sounds polite, generic and nothing like us.”
“We answered two of their three issues, so the thread kept going.”
What changes
Faster replies that still sound human.
01
Read before you prompt
Spot the explicit and implicit issues first, then tell the AI exactly which ones the reply must address, so nothing gets missed.
02
Prompt with structure
CO-STAR prompts and the S.E.C.U.R.E. structure give the AI context, audience, tone and objective, so the first draft is close to sendable.
03
Edit like the sender
Check every fact, keep the empathy to a line or two, and make the reply sound like your organisation instead of the machine.
The programme
Inside the workshop: step by step, on their own computer
Step 1 · Set up
Get to know the tool
Open the organisation’s approved AI tool, set custom instructions and agree what must never be pasted in.
Step 2 · Find the issues
Let AI list, you decide
Ask the AI to number every explicit and implicit issue, then choose which ones the reply must cover.
Step 3 · Draft
Prompt with S.E.C.U.R.E.
Upload the structure, add the audience and the objective, and generate a complete reply.
Step 4 · Own it
Refine, check, send
Adjust the tone, say no with N.O.P.E. when needed and verify every fact before it goes.
Everyone practises on one of their own real emails, so the before-and-after is something they’d actually send.
The framework
The R.I.G.H.T. System
R
Ready to receive
The right mindset before you type
I
Identify issues
Explicit and implicit, ranked by what matters most
G
Get it right
Clear language and tone, with the S.E.C.U.R.E. structure
H
Highlight actions
Solutions, options, and N.O.P.E. for when it’s a no
T
Tie it up with trust
Empathy, common ground and a positive close
Prompts they keep
A prompt library for the inbox
Participants leave with ready-to-use prompts for complaints, multi-issue replies and supplier emails, written to paste straight into their own AI tool the next morning.
For decision-makers
The essentials at a glance
Who it’s for
Professionals, managers and customer-facing teams who handle complaints and multi-issue emails, and already have access to a GenAI tool
Format
1 or 2 days, hands-on with your organisation’s approved GenAI tools
Delivery
In person, virtual or blended, to be decided with you
Evidence
Each participant writes a full response to one of their own emails, before and after
Investment
Tailored to group size and format, on request
Why organisations invest
Complaints answered in a way that wins back trust
Every issue handled in one reply, so threads stop going round in circles
Shorter drafting time without losing the human touch
Confident, responsible use of GenAI in everyday writing
Part of the AI Enablement series. Also runs in the LIFT™ Communication journey.
