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Warn one customer about a duplicate invoice email before they ask

  • For Customer success managers
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write a proactive email to Anjali at Maple Dental. First line exactly "Subject: Two copies of invoice #5512". Open with the news that she was not charged twice, then give the facts, and say no action is needed. Do not name or mention any other customer. Plain text, under 70 words.

Common mistakes when you ask AI for this

  • Naming other customers. The AI says 'three accounts were affected' with names. Try: Say: "Don't mention any other customer."
  • Burying the key news. The AI opens with an apology paragraph. Try: Say: "Open with: you were not charged twice."
  • Missing the facts. The AI is vague about amounts and dates. Try: Say: "Include $200, Nov 3 and the Nov 4 fix."
  • 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

  • Gives the subject line
  • Orders the content
  • Bans other customers
  • Asks for plain text
  • Sets a length limit

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