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Script a three-beat call to a customer's admin during an outage

  • For Managers and team leads
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write a spoken call script for the account manager to read to Nadia, the customer's admin. Use exactly three labeled beats, "OPEN:", "FACTS:" and "ASK:", each at most two sentences. Say only what is confirmed, give the next update time in Eastern time, and do not give a cause. Plain text, under 110 words, no stage directions.

Common mistakes when you ask AI for this

  • Guessing the cause. The AI repeats the engineer's 'probably the storage migration'. Try: Say: "Give no cause; only confirmed facts."
  • Wrong time or missing deadline. The AI copies 16:30 UTC and ignores her Friday reports. Try: Say: "Give the update time in Eastern (UTC minus 5) and address her Friday month-end reports."
  • Skipping the beat labels. The AI writes a flowing paragraph. Try: Name OPEN:, FACTS:, ASK: and the two-sentence cap.
  • 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

  • Names the three beats
  • Says confirmed facts only
  • Converts to Eastern
  • Names the reader
  • Asks for plain text

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