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Decline a warranty claim kindly and offer real options

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

About this exercise

You work support at ProSound. Reply to Lara in plain text, under 90 words. First line exactly "Hi Lara," and last line exactly "Omar, ProSound Support". Say the claim can't be covered and why, in a kind way, then give the two options in the notes with their prices. Do not hint that an exception is possible.

Common mistakes when you ask AI for this

  • Hinting at an exception. The supervisor's comment tempts the AI to soften with 'we'll see what we can do'. Try: Add: "Do not hint at an exception."
  • Missing the reason. The AI says 'unfortunately it isn't covered' with no explanation. Try: Say: "Give the reason: liquid damage; the warranty covers defects."
  • Generic open and close. The AI starts 'Dear Lara' and ends 'Kind regards'. Try: Give both lines exactly.
  • 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

  • Asks for plain text
  • Sets a length limit
  • Names the two options
  • Bans exceptions

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