Library › Customer Support & Success AI › Customer support teams

Rewrite a blunt internal reply for a frustrated admin

  • For Customer support teams
  • You practice Getting the tone right
  • Time about 5 minutes
  • Level Beginner

About this exercise

Rewrite the draft reply for Marcus, an admin who is frustrated. Start with "Hi Marcus," and end with the sign-off "Jo". Keep only the confirmed facts, acknowledge his frustration in one short sentence, and show the extra monthly cost for his 22 users as a math line like "22 x $10 = $220". Do not blame him or guess a date. Plain text, under 65 words.

Common mistakes when you ask AI for this

  • Keeping the guess. The AI keeps "maybe Q1" because it was in the draft. Try: Say: "Do not give any date for bulk edit; say there is no committed date."
  • Keeping the blame. The AI softens "you should have bought Pro" but keeps the idea. Try: Say: "Do not blame him or imply he chose wrong."
  • Missing the greeting or sign-off. The AI invents a different opening. Try: Say: "Start with Hi Marcus, and end with Jo."
  • 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".

What a strong prompt includes

  • Gives opening and sign-off
  • Keeps confirmed facts only
  • Forbids guessing dates
  • Sets a tone
  • Asks for plain text
  • Sets a word cap

Practice this now ↑

Related exercises