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Reply publicly to a one-star review without arguing

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

About this exercise

You own Casa Fiore, a restaurant. Write the public reply to this review in at most 60 words, plain text. Do not blame the guest or mention the no-show. Offer no discount or free meal. Invite them to email hello@casafiore.example, and end with the exact line "Maria, Owner, Casa Fiore".

Common mistakes when you ask AI for this

  • Defending with the records. The AI proves the guest wrong with the late arrival, which looks bad in public. Try: Say: "Do not mention the no-show or the late arrival."
  • Offering a freebie. The owner's thought tempts the AI to offer dessert. Try: Add: "Offer no discount or free item."
  • Missing the contact and sign-off. The AI ends with 'Hope to see you again!' Try: Give the email and the exact last line.
  • Opening with a template. The AI starts with 'Thank you for your feedback'. Try: Say: "First sentence acknowledges the long wait."
  • 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
  • Names the email and sign-off
  • Says what to leave out

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