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Hand off a billing ticket to Tier 2 in four labeled lines
Practice: Asking for a format you can use. About 5 minutes.
About this exercise
You're escalating a ticket to Tier 2. Write exactly 4 lines labeled 'Customer:', 'Issue:', 'Tried:' and 'Ask:', in that order, under 70 words total, plain text, and nothing else. Use the amount from the billing system, not the customer's guess, and keep the customer's mood out of it. Write a prompt that gets that handoff.
Common mistakes when you ask AI for this
- Letting the AI pick the shape. The AI writes a long summary with headings and a timeline. Try: Show it: "Exactly 4 lines: Customer:, Issue:, Tried:, Ask:. Nothing else."
- Trusting the AI to count words. AI is bad at counting. Ask for "under 70 words" and it often lands well over. Try: Cap each part: "Each line under 18 words."
- Using the customer's number. Harold says $59. The billing system says $49. The AI may repeat his number. Try: Say it: "Use the billing system: a duplicate $49 charge on Nov 3."
- Adding mood and missing the ask. AI handoffs say "customer is very angry" and end without a clear action. Try: Add: "Ask: refund one $49 charge, email Harold. No comments on his mood."
- Forgetting where it gets pasted. AI adds bold and headings by default, which show up as ** and # clutter in the ticketing system. Try: Add: "Plain text, no bold, no headings."
What a strong prompt includes
- Gives the labels
- Uses the billing amount
- Sets a word limit
- Keeps mood out
- Asks for plain text
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