Library › Writing AI › Customer support teams
Fix a wrong-item order in one clear reply
Practice: Setting limits and rules. About 5 minutes.
About this exercise
A customer received the wrong item. Reply in at most 4 sentences. The first sentence says the correct item ships today and when it arrives, then say what to do with the wrong item (per the current policy), and give her the order number for the replacement. No 'we apologize for any inconvenience', no discount code, and sign it 'Jo, Nestwell Home'. Write a prompt that gets that reply.
Common mistakes when you ask AI for this
- Not limiting the length. The AI writes a long apology with policy details. Try: Be exact: "At most 4 sentences."
- Apology before the fix. AI support replies open with two sentences of apology; she needs the date. Try: Say it: "Sentence 1: the green throw ships today and arrives Friday, Nov 14."
- Using the old return policy. The notes describe both policies. The AI may ask her to send the yellow one back. Try: Add: "She keeps or donates the yellow one; no return. New order #61147."
- Stock lines and freebies. AI reaches for "we apologize for any inconvenience" and adds a discount code. Try: Add: "No 'apologize for any inconvenience', no discount code. Sign it Jo, Nestwell Home."
What a strong prompt includes
- Limits the sentences
- Leads with the fix
- Uses the current policy
- Gives the new order number
- Bans stock lines
Related exercises
- Accept a job offer and confirm the exact terms (Writing AI · Job seekers)
- Announce a hybrid work policy change with clear actions (Writing AI · HR and recruiting)
- Announce a promotion with the right date and no pay details (Writing AI · HR and recruiting)
- Announce a team change and answer the first question (Writing AI · Managers and team leads)
- Announce a team meeting change people will actually follow (Writing AI · Managers and team leads)