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Explain a status change to a customer without internal scoring

  • For Customer success managers
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Beginner

About this exercise

Reply to Hana, who asked why her account moved from green to yellow. Plain text, exactly 3 sentences. The first word is "Hana,". Give her two reasons in plain words, offer a 30-minute call this week, and share no scores, weights or the words "health score".

Common mistakes when you ask AI for this

  • Sharing the internal score. The AI quotes 79 to 74 and the factor weights. Try: Say: "No scores, weights or 'health score'."
  • Reassuring without reasons. The AI says 'nothing to worry about' without the real causes. Try: Say: "Give two reasons from the notes in plain words."
  • Too long. The AI writes a full email with a greeting block and sign-off. Try: Say: "Exactly 3 sentences starting with Hana,."
  • 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".
  • Letting the sentences run on. The AI writes as many sentences as it likes. Try: Name the cap: "at most N sentences".

What a strong prompt includes

  • Asks for plain text
  • Caps the sentences
  • Counts the sentences
  • Bans internal scoring

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