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Reply to a customer upset about a removed feature
Practice: Setting limits and rules. About 5 minutes.
About this exercise
A customer complained in a survey that you removed a feature they used. Reply under 80 words. The first sentence confirms the feature was removed and when, then give the public reason only, the closest replacement with its exact menu path, and end with the export deadline for their old data. No promises to bring it back, and no 'we hear you'. Write a prompt that gets that reply.
Common mistakes when you ask AI for this
- Trusting the AI to count words. AI is bad at counting. Ask for "under 80 words" and it often lands well over. Try: Cap each part: "4 sentences, each under 18 words."
- Dodging the question. AI replies open with "We're sorry to hear you're frustrated" and never confirm what happened. Try: Say it: "Sentence 1: we removed Quick Quote on Nov 3."
- Sharing the internal reason. The AI may mention that few accounts used it, which feels dismissive. Try: Add: "Public reason only: it showed outdated prices. Give the Quote Builder path."
- Promising or soothing. To keep the customer, AI hints the feature might return and says "we hear you". Try: Add: "No promises it comes back, no 'we hear you'. End with the Dec 3 export deadline."
What a strong prompt includes
- Sets a word limit
- Confirms what happened first
- Gives the public reason only
- Gives the replacement path
- Ends with the export deadline
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