Kind, Clear Customer Service Replies | Follow-Along Exercise

Lo que vas a crear

A text deliverable that fits the task, a fact-check sheet and a reusable prompt.

Lo que necesitas

• A chat, image or video tool suited to the task (PromptKite does not provide model credits)
• Your own input materials and a folder for saving results

Pasos

1. Define the inputs for this exercise

   The demo inputs for this exercise are: Feedback: Demo customer: After downloading, I can't open the SVG file on my phone. Did I download the wrong thing?; Policy: Demo rules: PNG previews are provided; SVG requires an editing tool that supports the format. We can help troubleshoot the file; refund rules need to be confirmed by a person. First confirm whether these conditions fit your situation; replace “paste your material” in the example with real material. Write the goal as a deliverable you can check against.

2. Run it once for your scenario

   Replace the placeholder material in the example with real material you can provide, then give the complete prompt to a chat tool. Redact personal or business information as needed first; if the model asks about missing facts, supply the material rather than asking it to make things up. Focus of this task: first restate the problem the user ran into, then give two or three actionable steps and any information needed from them.

3. Check against the criteria and revise

   Check the output against the input: “Does it solve the specific problem, and does it wrongly promise compensation? Verify names, numbers and qualifiers in the input.” Tag each conclusion with its supporting material; move anything unsupported to a “to be confirmed” section. Pick one wording or structural problem to fix and compare the old and new versions, rather than just asking for it to be “more professional.”

4. Save and review

   Save the final result, the prompt, the source of your input material and one reason for a change. Name files with the date plus the task name; save reusable versions to your PromptKite Prompt Pocket. Next time, change one condition and try again, noting whether the result still holds.

Errores frecuentes

• The input is still placeholder text, so the output looks empty — Replace placeholders such as “paste your material” in the example with real material; state clearly that missing facts are unknown instead of asking the model to fill them in.
• The result doesn't meet the standard for this scenario — Check the output against the input: “Does it solve the specific problem, and does it wrongly promise compensation? Verify names, numbers and qualifiers in the input.” Tag each conclusion with its supporting material; move anything unsupported to a “to be confirmed” section. Pick one wording or structural problem to fix and compare the old and new versions, rather than just asking for it to be “more professional.”

Plantilla de práctica

Complete the task using the following inputs: the feedback is “{subject}”; the policy is Demo rules: PNG previews are provided; SVG requires an editing tool that supports the format. We can help troubleshoot the file; refund rules need to be confirmed by a person. First restate the problem the user ran into, then give two or three actionable steps and any information needed from them. State clearly what's confirmed and what needs investigating, don't blame the customer, and don't promise compensation that hasn't been approved. Output a live-chat version and an email version. Output in this order: understanding and assumptions, ready-to-use text, information I need to confirm, and next steps. Use clear, short sentences and avoid empty slogans; if key inputs are missing, ask at most three specific questions instead of filling in facts with guesses. Finally, check item by item whether it meets my purpose, and state clearly which results still need human review.