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Reply to an executive complaint using system dates without accusing

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

About this exercise

Write the reply from the Director of Support to Mr. Albrecht. First line exactly "Dear Mr. Albrecht," and last line exactly "Mina Castillo, Director of Support". Use the dates in our records without saying he is wrong. Own the real delay on our side, give the carrier ETA, and show the credit math. Plain text, under 130 words.

Common mistakes when you ask AI for this

  • Contradicting him. The AI says there is no record of Oct 1 or that he is wrong. Try: Say: "State our records neutrally; never say he is mistaken."
  • Offering unapproved remedies. Priya's idea of 25% off tempts the AI. Try: Say: "Approved remedies only: $14 plus 10% of $400."
  • Missing the ownership or the math. The AI apologizes generally. Try: Say: "Own the 7-day late retry. Show $14 + $40 = $54."
  • Wrong open and close. The AI starts 'Hi Karl'. 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".

What a strong prompt includes

  • Asks for plain text
  • Sets a length limit
  • Sets exact lines
  • Shows the credit math

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