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Rewrite a defensive NPS follow-up in your team's voice

  • For Customer success managers
  • You practice Getting the tone right
  • Time about 5 minutes
  • Level Intermediate

About this exercise

A junior CSM drafted a reply to an NPS detractor and it sounds defensive. Rewrite it in your team's voice: first person ("I"), name both of the customer's complaints, no "unfortunately", no exclamation marks, no talk of SLAs or targets, offer a 15-minute call with two time options, and promise no fix date. Plain text, under 90 words.

Common mistakes when you ask AI for this

  • Keeping the defense. The AI polishes the draft but keeps the SLA argument. Try: Say: "No mention of SLAs, targets or averages."
  • Not giving the voice rules. The AI writes its own polite style, with "unfortunately" and cheerful punctuation. Try: List them: "First person, no 'unfortunately', no exclamation marks."
  • Promising a fix. The AI says the faster engine is coming soon or names a date. Try: Add: "Mention the beta only without a date, or leave it out."
  • A vague offer. The AI ends with "let me know if you have questions." Try: Ask: "Offer a 15-minute call: Tues 11am or Thurs 3pm."
  • Trusting the AI to count words. Apologies run long. Try: Ask for "4 short sentences, under 70 words, plain text."

What a strong prompt includes

  • Gives the voice rules
  • Bans the SLA defense
  • Names both complaints
  • Gives call options
  • Sets a word limit

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