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Ask a vague customer exactly two useful questions

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Beginner

About this exercise

Reply to Ola. First line exactly "Hi Ola,". Then two lines starting "Q1:" and "Q2:", each one question under 15 words. Q1 asks what Ola was trying to do and what happened, and Q2 asks for a screenshot or the exact error text. Do not ask for the plan, device or account details (we already have them). Plain text, under 50 words.

Common mistakes when you ask AI for this

  • Asking for known details. The AI asks for plan, browser and account email. Try: Say: "Don't ask for plan, device or account details."
  • Revealing the error code. The AI says 'I see EXP-12'. Try: Say: "Don't mention the error code."
  • Too many questions. The AI asks four questions. Try: Say: "Exactly two: Q1 and Q2."
  • 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 greeting and labels
  • Defines each question
  • Rules out known details
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

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