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Acknowledge a cancellation request without a save attempt

  • For Customer success managers
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write the reply from Mei to Pia. Subject line first (under 8 words), then "Hi Pia,". Confirm you received her request and the date, say the contracts team will confirm in writing by Nov 13, and ask one optional question about what led to the decision. No save offers, discounts or persuasion, and do not say how the contract notice works. End with "Mei". Plain text, under 90 words.

Common mistakes when you ask AI for this

  • Making a save offer. The AI follows the AE's 20% suggestion. Try: Say: "No save offers, discounts or persuasion."
  • Explaining the contract. The AI says whether the notice is on time. Try: Say: "Do not say how the contract notice works."
  • Missing the dates. The AI writes "we received your note". Try: Say: "State the Nov 6 receipt date and the Nov 13 written confirmation."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. The AI runs long and cannot count its own words. Try: Cap each part ("each line under 12 words") and add "under N words in total".
  • Leaving a requirement unstated. The AI follows its own defaults unless the prompt spells this out. Try: State it plainly in your prompt: the first line is a subject under 8 words, then 'Hi Pia,', and the email ends with 'Mei'.

What a strong prompt includes

  • Greeting and sign-off
  • Dates
  • One optional question
  • Bans save offers
  • Asks for plain text
  • Sets a word cap

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