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Reply to three customers about one bug with different credits

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

About this exercise

Write three replies on three lines starting "Alma:", "Ben:" and "Chidi:", each under 28 words and addressed to that customer by first name inside the line. All three say the fix went live at 2:00 p.m. Pro plan customers get the credit from the policy, and Free plan customers do not get one and are not told about it. Plain text, under 130 words in all.

Common mistakes when you ask AI for this

  • Giving Ben a credit. The AI treats all three the same. Try: Say: "Free plan customers get no credit and no mention of one."
  • Explaining the cause. The AI guesses at why codes were slow. Try: Say: "Do not describe the cause."
  • Missing the fix time. The AI says 'it's fixed' without the time. Try: Say: "Each line says the fix went live at 2:00 p.m."
  • 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 lines
  • Differentiates by plan
  • Bans the cause
  • Asks for plain text
  • Sets a length limit

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