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Write three apology macros that escalate by severity

  • For Customer support teams
  • You practice Showing an example of what you want
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write three macros as exactly three lines starting "Minor:", "Moderate:" and "Major:". Each uses {{first_name}} (the only merge field) and is under 30 words. Minor apologizes once and offers nothing else. Moderate adds an offer of a follow-up call. Major adds a call from a manager within 24 hours. No credits. Plain text.

Common mistakes when you ask AI for this

  • Copying the old macro. The retired macro offers a 20% credit and uses {{customer}}. Try: Say: "No credits. Use {{first_name}} only."
  • Giving every level the same offer. The AI adds a call to Minor. Try: Say: "Minor: apology only. Moderate: follow-up call. Major: manager call within 24 hours."
  • Wrong layout or fields. The AI writes headings and other fields. Try: Name the three labels and the field.
  • 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 three labels
  • Bans credits

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