Faster replies that are still yours
- Customer support
- 12 minutes
- 4 steps
- Free
Support work is where AI already shows up most. Practice with made-up messages first. For real customers, use only the tool your employer approves and only the information it allows. Whatever the tool, the skill is the same: you decide the facts and the promise, AI helps with the words.
You leave with
A reply prompt with a promise check, an escalation summary format, and de-escalation practice.
Before you start: never put these into an AI tool
- Customer names, emails, account or order numbers in a tool your employer has not approved.
- Passwords, account numbers, or anything that unlocks something.
- Anything your employer says stays inside the company.
How to use the prompts
- Fill in the blanks under a prompt, then tap Copy prompt.
- Open Claude (opens in a new tab), or the AI tool your employer approves, and paste it into the message box.
- Send it, read the answer, and check it before you use it. Then come back here for the next step.
Words in this lesson
- Escalation:
- passing a case to someone with more authority, like a supervisor or another team.
Step 1 of 4Quick win
A reply, then a promise check
Give it the facts and what you are allowed to offer, nothing else. Then compare every promise in the reply with what you are allowed to offer before you send it. Removing the name is not always enough: order details, unusual events, links and attachments can still identify someone.
Prompt to copy
Draft a reply to this customer message. Facts: [what happened]. What I can offer: [only what you are allowed to offer]. Warm and short. Do not promise refunds, credits, discounts or dates that are not in my facts. Customer message: [message]
Fill in the blanks above, or replace each [bracket] yourself after pasting.
Worked example: spot the problem
Everything here is made up, for practice.
Their facts (made-up customer)
Customer: "My lamp arrived broken and I need it by Friday!" Facts: broken in shipping. I can offer a replacement, which ships within 2 business days.
What the AI wrote
So sorry! I've sent a replacement that will arrive before Friday, and I've added a 20% discount to your account.
What did the AI add? Show the answerHide the answer
The problem: No one offered a discount, and shipping in 2 business days does not promise arrival by Friday. Two promises the company may not keep.
Fixed, using only the notes
I'm sorry your lamp arrived broken. I can send a replacement, which ships within 2 business days. I can't promise it will arrive by Friday. Would you like me to send it?
Step 2 of 4
Summarize a long thread for escalation
A good escalation means the next person does not have to read everything.
Prompt to copy
Summarize this support thread for escalation: the problem in one line, what has been tried, what the customer wants, and what is still unknown. Use only the thread. [thread, in your approved tool]
Fill in the blanks above, or replace each [bracket] yourself after pasting.
Step 3 of 4
Build your own answer bank
Turn the questions you answer ten times a day into short, checked answers you can reuse.
Prompt to copy
Here are questions I answer often and my usual answers. Tighten each answer to under 60 words, keep every fact the same, and flag any answer that sounds unclear. [your questions and answers]
Fill in the blanks above, or replace each [bracket] yourself after pasting.
Step 4 of 4
Practice calming an upset customer
Rehearse the hardest calls on purpose. This is made-up practice.
Prompt to copy
Act as a customer who is very upset about [situation, made up]. Stay in character. After six exchanges, tell me the moment things turned and why.
Fill in the blanks above, or replace each [bracket] yourself after pasting.
Check before you use it
- Every promise in the reply is one you are allowed to make.
- Account and order details came from your system, not the AI.
On your resume, only if you actually did this at work
Used AI tools to [draft replies / summarize escalations], [result you can show, for example faster response times].
Use a number only if you can point to where it came from.
Record what you did, freeSource of You is not affiliated with Anthropic. Claude is a trademark of Anthropic. Print this page for a one-sheet version.