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Hand a customer issue from the CSM to Support in four lines
- For Customer success managers
- You practice Saying who it's for
- Time about 5 minutes
- Level Intermediate
About this exercise
Write the CSM-to-Support handoff with exactly four lines starting "Customer:", "Issue:", "Impact:" and "Deadline:". Plain text, under 90 words. Include the ticket number, give the customer's exact deadline, and leave out our renewal and pricing details.
Common mistakes when you ask AI for this
- Sharing renewal and pricing. The notes include context for the CSM only. Try: Add: "Leave out renewal and pricing details."
- Missing the ticket or the deadline time. The AI writes 'by next week'. Try: Say: "Include #SUP-4471 and the deadline Wed Nov 11, 9:00 AM Central."
- Wrong layout. The AI writes a paragraph. Try: Name the four labels.
- 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. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".
What a strong prompt includes
- Asks for plain text
- Sets a length limit
- Names the labels
- Bans renewal details
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