Library › Customer Support & Success AI › Customer support teams

Rewrite a cold canned reply in a warmer voice

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

About this exercise

Rewrite the draft below as a reply to Dana, who gave a 2-star rating. Keep it to 2 sentences in plain text, with no exclamation marks. The first word is "Dana," and the last line is exactly "Nadine, Customer Care" (on its own line). Use "I" instead of "we", include the exact phrase "I should have told you", the number 26 days and the $15 credit, and do not use the words "inconvenience" or "valued".

Common mistakes when you ask AI for this

  • Keeping the template. The AI polishes the draft but keeps its stock phrases. Try: Say: "Ban the words inconvenience and valued. Start fresh."
  • Apologizing vaguely. The AI says sorry for 'any issues' instead of the real misses. Try: Say: "Use the exact phrase I should have told you and mention she chased twice."
  • Forgetting the exact lines. The AI writes 'Dear Customer' and signs with a team name. Try: Say: "Start with Dana, and end with the exact line Nadine, Customer Care."
  • Getting markdown back. AI adds bold and headings by default. Try: Say "plain text, no bold".
  • Letting the sentences run on. The AI writes as many sentences as it likes. Try: Say "exactly 2 sentences".

What a strong prompt includes

  • Asks for plain text
  • Caps the sentences
  • Sets the voice
  • Gives the facts to include

Practice this now ↑

Related exercises