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Explain what happens after an escalation without promising an outcome

  • For Customer support teams
  • You practice Giving the right context
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Reply to Hugo. First line exactly "Hi Hugo,", then three lines starting "Today:", "Within 2 business days:" and "After that:", then the line "Nova, Escalations Desk". Use only the process below, and promise no outcome. Plain text, under 85 words.

Common mistakes when you ask AI for this

  • Promising a fix date. The AI says 'it will be fixed by Friday'. Try: Say: "Promise no outcome, refund or date."
  • Skipping the three labels. The AI writes one paragraph. Try: Name the three line starts.
  • Missing the exact lines. The AI writes its own greeting and sign-off. Try: Quote the first and last lines.
  • 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 labels
  • Quotes first and last lines
  • Rules out promises
  • Asks for plain text
  • Sets a length limit

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