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Pull the key facts and the main ask from an angry letter

  • For Customer support teams
  • You practice Asking for a format you can use
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Extract four lines starting "Order:", "Problem:", "Main ask:" and "Other asks:". The main ask is the one request the customer says they want most; other asks are listed after it. Do not repeat insults or opinions. Plain text, under 70 words.

Common mistakes when you ask AI for this

  • Picking the wrong main ask. The AI picks 'fire the driver' because it comes first. Try: Say: "The main ask is the one the customer says they want most."
  • Repeating insults. The AI quotes 'clown' or 'incompetent'. Try: Say: "Don't repeat insults or opinions."
  • Missing facts. The AI omits the dates or amount. Try: Say: "Order line includes number, amount and both dates."
  • 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 four labels
  • Defines the main ask
  • Bans insults
  • Asks for plain text
  • Sets a length limit

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