Customer Support
Category 1: De-escalation & Emotional Intelligence
1. Emotional Driver Analysis:
“Act as an expert in psychology-based customer support. Analyze the following customer interaction: [Paste customer email/chat transcript]. Identify the customer’s primary emotional driver (e.g., frustration, confusion, feeling unheard, disappointment). Based on that driver, draft three distinct, empathetic opening statements that validate their feelings before addressing the technical issue. Explain the psychological principle behind each statement.”
2. The “Difficult” Customer Archetype Simulator:
“You are a customer support training simulator. I need to practice handling a difficult customer. Adopt the persona of a ‘[e.g., ‘chronically impatient,’ ‘non-technical and confused,’ ‘convinced it’s a bug, not user error’]’ customer regarding an issue with [Product/Service Name]. My goal is to de-escalate, diagnose, and resolve the issue. Start the conversation, and critique my responses based on best practices for tone, clarity, and empathy.”
3. Reframing Negative Language:
“My draft response to a customer is: [Paste your draft response]. The initial customer complaint was: [Paste customer complaint]. Review my draft and rewrite it to eliminate negative language (e.g., ‘can’t,’ ‘won’t,’ ‘problem’). Reframe the solution using positive, proactive, and solution-oriented language while maintaining honesty about limitations.”
4. Graceful “No” Scenarios:
“A customer is requesting a feature that is not on our roadmap or a refund that is outside our policy terms. Here is their request: [Paste customer request]. Draft three responses that politely and firmly say ‘no’ without closing the door on the relationship. One should offer a viable alternative, one should explain the reasoning behind the policy, and one should focus on the value they can still get from our service.”
5. Apology Strategy Matrix:
“Analyze this service failure scenario: [Describe the company's mistake, e.g., server downtime, billing error, shipping delay]. Generate an apology matrix with four quadrants: 1) High Severity/High Responsibility, 2) High Severity/Low Responsibility, 3) Low Severity/High Responsibility, 4) Low Severity/Low Responsibility. For each quadrant, provide a template response that appropriately balances apology, explanation, and resolution.”
Category 2: Efficiency & Workflow Optimization
6. Ticket Summary & Action Item Extraction:
“Analyze this long and complex customer support email thread: [Paste entire email thread]. Generate a ‘Support Ticket Brief’ with the following sections:
* Customer: [Name]
* Initial Issue: A one-sentence summary.
* Timeline of Events: A bulleted list of key interactions and troubleshooting steps taken.
* Current Status: The current state of the issue.
* Next Action Required: What is the immediate next step for me or another team?”
7. Dynamic Template Generator:
“Create a reusable macro/template for the following common support issue: [Describe a recurring issue, e.g., 'How to reset a 2FA token']. The template must include placeholders like [Customer Name], [Relevant Link], and [Account ID]. More importantly, include two optional, conditional paragraphs: one for brand-new users and one for power users, so I can customize the template’s level of detail.”
8. Internal Escalation Briefing:
“I need to escalate a ticket to the engineering team. The customer’s issue is: [Briefly describe the issue]. The customer-facing transcript is: [Paste chat/email transcript]. Convert this into a concise, technical escalation report for an engineer. Include:
* Bug Report Summary:
* Steps to Reproduce:
* Expected Behavior:
* Actual Behavior:
* Customer Impact: (e.g., single user, critical business function blocked)
* Relevant Logs/IDs: [Provide any relevant data]“
9. Predictive Follow-up Prompts:
“A customer has successfully resolved their initial issue regarding [topic of resolved ticket]. Based on this issue, predict three potential follow-up questions they might have in the next week. For each predicted question, draft a proactive, concise help resource (e.g., a link to a specific help doc section, a short GIF tutorial idea, a quick tip).”
10. The 80/20 Rule Analysis:
“Analyze the following list of 50 anonymized support ticket titles from the past week: [Paste list of ticket titles]. Apply the Pareto principle (80/20 rule) to identify the 20% of issues that are likely causing 80% of the support volume. Group the tickets into themes and present a summary report recommending one new knowledge base article that could address the most frequent theme.”
Category 3: Technical Problem-Solving & Clarity
11. The “Explain It Like I’m Five” (ELIF) and “Explain It To a CTO” Prompt:
“I need to explain a complex technical concept: [e.g., 'why browser cache needs to be cleared,' 'the difference between IMAP and POP3,' 'what an API endpoint is']. Provide two explanations:
1. ELIF Version: A simple, non-technical analogy for a frustrated end-user.
2. CTO Version: A technically precise and concise explanation for a knowledgeable counterpart.”
12. Guided Questioning Framework:
“A customer reports a vague issue: [e.g., 'The app is not working,' 'My report is broken']. Create a diagnostic questioning framework for me to follow. It should start with broad, open-ended questions and progressively narrow down to specific, closed-ended questions to efficiently identify the root cause. Structure it like a decision tree.”
13. Comparative Feature Analysis:
“A customer is asking why our [Product A] is better than [Competitor Product B] specifically concerning the feature of [specific feature, e.g., 'data visualization']. Generate a table that compares the two. Focus on our key differentiators and frame our limitations as intentional design choices where applicable. Provide talking points that are factual and avoid disparaging the competitor.”
14. Root Cause Hypothesis Generator:
“Given the following symptoms reported by a customer: [List of symptoms, e.g., 'slow loading times on the dashboard,' 'error 503 on checkout page,' 'images not loading'], act as a senior support engineer and generate three plausible hypotheses for the root cause. For each hypothesis, list the evidence that would support or refute it and the next diagnostic step I should take.”
15. Release Notes Translation:
“Our engineering team just published these technical release notes: [Paste technical release notes]. Translate this into a customer-facing summary. Highlight the key benefits for the end-user, explain what problems the new features solve, and suggest one ‘pro-tip’ for using a new feature.”
Category 4: Strategic & Proactive Contributions
16. Voice of the Customer (VoC) Report:
“I’ve handled 10 tickets this week related to [specific feature or product area]. Here are the anonymized summaries: [Paste 10 one-sentence summaries]. Synthesize this qualitative data into a ‘Voice of the Customer’ report for the Product Manager. Identify the top 3 friction points and one unexpected positive insight. Use direct (but anonymous) customer quotes to illustrate each point.”
17. Knowledge Base Gap Analysis:
“A customer asked: [Paste a customer question that is not covered in the help docs]. First, draft a perfect, comprehensive answer to their question. Second, structure that answer as a new Knowledge Base article, complete with a title, a one-sentence summary, step-by-step instructions, and relevant keywords for searchability.”
18. Onboarding Experience Feedback:
“Assume the perspective of a brand-new customer who just signed up for [Product/Service Name]. Based on the last 5 support tickets I handled from new users ([list the topics, e.g., 'trouble finding X feature,' 'confused by the initial setup']), what is the single most confusing part of our onboarding process? Propose a specific, low-effort improvement (e.g., a new tooltip, a rephrased welcome email, a clearer call-to-action button).”
19. Customer Success Handoff Protocol:
“Analyze this support conversation with a high-value customer: [Paste transcript]. The customer seems to be a perfect candidate for an upsell to our enterprise plan and could benefit from a dedicated Customer Success Manager. Draft a concise handoff email to the CS team, summarizing the customer’s needs, their positive engagement, and the specific opportunity you’ve identified.”
20. “Feature Request vs. Bug” Triage:
“Analyze the following customer feedback: [Paste customer feedback]. Is this a bug (unintended behavior) or a feature request (a desire for new functionality)? Justify your conclusion. If it’s a bug, draft the escalation report. If it’s a feature request, draft a validating response to the customer and formulate the request as a user story (As a [user type], I want to [action] so that [benefit]) for the product team.”
Category 5: Upskilling & Professional Development
21. Tone and Empathy Scorecard:
“Analyze a support response I wrote: [Paste your written response]. Score it from 1-10 on the following metrics: Empathy, Clarity, Conciseness, and Positive Framing. Provide a detailed rationale for each score and offer a rewritten version that would score a 10 in all categories.”
22. Personalized Learning Path:
“Based on my goal to become a [e.g., Senior Support Specialist, Team Lead, Product Expert for X feature], and considering the types of tickets I handle ([describe common ticket types, e.g., billing, API support, UI bugs]), propose a 30-day professional development plan. Include specific skills to learn, recommended articles or videos to review, and one practical exercise to complete each week.”
23. Cross-functional Knowledge Primer:
“I am a customer support agent. To better understand the challenges of other teams, generate a ‘Day in the Life’ summary for a [e.g., Software Engineer, Product Manager, Marketing Manager] at a SaaS company. Explain their top 3 priorities, their biggest daily challenges, and how my work in customer support directly impacts their success.”
24. Industry Jargon Buster:
“Explain the following industry terms in the context of customer support: [e.g., 'CSAT,' 'NPS,' 'First Contact Resolution (FCR),' 'Churn Rate,' 'Customer Effort Score (CES)']. For each term, explain what it is, why it’s important, and provide a sample sentence of how I would use it in a team meeting.”
25. Simulated Performance Review:
“Act as my manager in a performance review. I will provide you with my key metrics for the quarter ([e.g., 95% CSAT, 8-minute average handle time, 50 tickets/day]) and a transcript of a support interaction I’m proud of ([paste transcript]) and one that was challenging ([paste transcript]). Provide constructive feedback, highlighting my strengths and identifying two specific, actionable areas for improvement with examples.”