The customer reply structure that passes screening

Employers who test business writing usually give a scenario (an angry customer, a late delivery, a refund) and ask for a reply in ten minutes. They are not grading literature. They are checking whether you can be clear, polite and complete under time pressure. A fixed structure gets you there every time.

The four parts

1. Acknowledge. Name the problem in the customer's own terms and, where it is deserved, apologise once. "I am sorry the chair arrived with a cracked armrest."
2. Explain what happens next. What you have done or will do, with dates. "A replacement will be dispatched within two working days at no charge."
3. Ask for what you need. One clear request. "Could you reply with a photo of the damage?"
4. Close with the next contact. When and how they will hear from you, then a sign-off with your name and team.

The first sentence

After the greeting, the first sentence must show that you read their message. Generic openings ("Thank you for contacting us") can come second, or not at all. A reader who sees their own problem named in line one calms down before reading the rest.

Length and tone

80–140 words is the range most screenings expect. Short sentences, no slang, no exclamation marks, no blame ("as you failed to mention"). Use "I" for what you will do and "we" for company policy.

Practise with the writing test, which checks these parts automatically and shows a model reply for the same scenario.