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Answer a request for the CEO's email by offering a real escalation

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Beginner

About this exercise

Reply to Gwen. First line exactly "Hi Gwen,". Do not share any executive's contact details or promise that an executive will read or reply. Offer the escalation path from the policy with the timeline, and say what you are doing about order #8812. Plain text, under 60 words.

Common mistakes when you ask AI for this

  • Sharing or hinting at the executive. The AI says 'I'll pass your message to our CEO'. Try: Say: "Don't promise any executive will see it."
  • Cold refusal. The AI refuses and stops there. Try: Say: "Offer the escalation path with the timeline."
  • Skipping the order options. The AI forgets the practical fix. Try: Say: "Mention the refund or padded replacement for #8812."
  • 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

  • Gives the greeting
  • Names the escalation path
  • Rules out exec promises
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

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