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Process a cancellation without a hard sell

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

About this exercise

You work support at Streamly. Reply to Ben in plain text, under 65 words, with no exclamation marks. First line exactly "Hi Ben," and last line exactly "Lucas, Streamly Support". Confirm the cancellation date, mention the pause option in one sentence, and offer no discount. Do not write "sorry to see you go".

Common mistakes when you ask AI for this

  • Pushing the retention offer. The policy lists a 30% offer and the AI uses it. Try: Say: "Offer no discount. He didn't mention price."
  • Missing the date. The AI says 'it will be cancelled soon'. Try: Say: "State the exact date: Nov 30, access until then."
  • Generic open and close. The AI writes 'Dear Ben' 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
  • Sets the exact lines
  • Bans the discount

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