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Tell a customer a feature is missing without promising it
- For Customer success managers
- You practice Getting the tone right
- Time about 5 minutes
- Level Beginner
About this exercise
Reply to Imani in plain text, under 90 words. First line exactly "Hi Imani," and last line exactly "Noah, Customer Success". Be honest that bulk export of invoices is not available, give the workaround, and say you have logged the request. Give no date and do not say "soon" or "coming".
Common mistakes when you ask AI for this
- Promising Q1. The sales rep's note says it is coming in Q1. Try: Add: "Give no date; never say soon or coming."
- Hiding the no. The AI is vague about whether the feature exists. Try: Say: "State clearly that bulk export isn't available."
- Generic open and close. The AI writes 'Dear Imani' and 'Best regards'. Try: Give both lines exactly.
- 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
- Gives the workaround
- Bans promises
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