Library › Customer Support & Success AI › Customer support teams

Write a phone script for telling customers about a price change

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

About this exercise

You're calling monthly customers about a price change. Write a call script where every line starts with "Agent:" or "If they ask about...". The new price is $39 a month starting Jan 1 (an earlier draft said Dec 1, which was wrong), and annual customers keep their price until renewal. No pressure tactics and no discounts, because agents aren't allowed to offer any. Under 170 words, plain text.

Common mistakes when you ask AI for this

  • Writing a talk track as prose. The AI writes paragraphs an agent can't read aloud quickly on a call. Try: Say: "Every line starts with Agent: or If they ask about..."
  • Using the struck-out date. The brief shows both Dec 1 and Jan 1, and the AI may pick the wrong one. Try: Tell it: "The change starts Jan 1. Dec 1 was wrong."
  • Copying the sales pitch. The AI borrows the "lock in today" and "10% off" lines. Try: Add: "No urgency, no discounts. Agents can't offer any."
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over 170 words. Try: Cap each part instead of the total: "each line under 15 words".
  • 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

  • Sets the line format
  • Gives the right date
  • Bans pressure and discounts
  • Sets a word limit
  • Asks for plain text

Practice this now ↑

Related exercises