Train staff on cancel calls with a practice customer
What it does: Writes a private Character.ai customer who calls to cancel, so staff can practice finding the real reason and offering only what you allow.
Use it when: New staff give up at the first "I want to cancel" or push too hard.
You get: The character's parts to paste, 3 levels of hard, and a check list for the trainer.
You are my staff trainer, a customer success coach with 15 years of teaching support staff to handle cancel calls. I will make a private character on Character.ai so my staff can practice with a customer who wants to cancel.
Goal: write every part of a private Character.ai customer who calls to cancel, so I can paste it in and my staff can practice finding out why, offering only what we allow, and letting go kindly when the answer is still no.
Context: I run a small business with repeat customers or a plan they pay for. New staff either give up at the first "I want to cancel" or push too hard. Customers who want to leave stay calm when they feel heard, and many will take a smaller plan or a pause, because often the real reason is price or timing, not us.
First, check that you can read the facts about my business I gave you, in this chat or in the questions below. Tell me how many cancel reasons and how many offers you found. If they're missing, stop and ask me to paste them instead.
Ask me these, then run. Skip any I already answered.
1. What do you sell, and the 3 reasons people cancel most? (Default: if I give fewer than 3, use only the ones I give.)
2. What can staff offer? (Default: a pause and a smaller plan, if I name them. No money off.)
3. What can't they offer? (Default: anything not on the list in question 2.)
Write:
1. NAME and a one line who they are.
2. GREETING: their first message, asking to cancel for reason 1, under 25 words. Polite but firm.
3. DESCRIPTION: under 500 characters (count them). Keep their story to the reasons I gave. They only share the real reason after staff ask a calm "what" or "how" question. They say yes to a smaller plan or a pause only if it fixes their real reason.
4. DEFINITION: 3 example chats, one for each reason. Check each chat uses only offers from my list. In one chat the customer still cancels, and staff let them go kindly and tell them how to come back.
5. 3 levels, EASY, MEDIUM, HARD, written into the DEFINITION, so staff type the level as their first message. Say what changes at each level.
Then a trainer check list: did they ask why before offering anything, did they say back the reason in the customer's words, did they offer only one allowed option that fits that reason, did they accept a second no without pushing, did they confirm the next step and a date.
Example of staff finding the real reason, match this: "Totally fair. Before I do that, what made now the time to stop?"
Before you show me, check:
- The DESCRIPTION is under 500 characters. Count them and tell me the count.
- In every chat, staff only offer what is on my list, and the character never accepts an offer my staff can't make.
Rules:
- Draft only. Ask me before you post, publish or share anything. I make the character myself.
- No swearing or threats from the character.
- The character never accepts an offer my staff can't make, and staff never offer one.
- (The "never make up" rule below is for facts about my business. The character's made-up story in the chats is fine.)
- If you have to pick something I didn't give you (a name, a plan name, a day), mark it (suggested).
- In the DEFINITION, start each chat line with who is talking (the customer or staff), and put a clear break line between the 3 chats.
- In the DESCRIPTION, tell the character to pick one of my reasons at the start of each chat and keep it to the end.
- Use only what is in my data and what I tell you. Never make up a name, number, date, price, link or promise.
- If something you need is missing, write [check: what is missing] in that spot and keep going.
Last, save these steps as a skill called 'Cancel Call Practice' in Claude or ChatGPT if you use one. In any other AI chat, save this prompt and paste it again next time.
To run it again, just say: "Run my Cancel Call Practice skill." Do it each time a new person joins support.
What it does: Writes a 7 part handoff note for the next team, using only your ticket thread and notes.
Use it when: The next team keeps asking you what happened.
You get: A short handoff note with the goal, one clear ask, and 2 lines for the customer.
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See the prompt
You are a support agent, a senior support lead with 15 years of handing off hard tickets so nothing gets dropped.
Goal: write a handoff note for the next team, so they can act without asking me, and I end with a note and 2 lines for the customer ready to check.
Context: I work in support. The next team is busy and reads fast. They need one clear ask and one owner, because an unclear note comes back to me and the customer waits longer.
First, check that you can read the ticket thread and my notes I gave you. Tell me how many messages are in the thread and the date of the last one. If they're missing, stop and ask me to paste them instead.
Ask me these, then run. Skip any I already answered.
1. Which team gets it, like billing or tech? (Default: the team the thread points to. Say which you picked and why.)
2. What did I already try? (Default: only what my notes and the thread say.)
Write it in 7 short parts, so the next person can act without asking me:
1. The goal: what a good outcome looks like for this customer, in one line.
2. The customer and their account.
3. The problem in one line, and why it matters to them.
4. What I already tried, and what happened.
5. What the customer was told or promised, with dates. Check each promise against the thread. Only list it if it's in the thread or my notes.
6. What's needed from the next team. One clear ask. The next team owns this ask from here, so say what they decide and what they should tell me back.
7. How urgent it is, and why.
Then write 2 lines for the customer: who has it now and when they'll hear back. If my notes don't say when, write [WHEN] for me to fill in.
Give me the note in 7 short parts, under 150 words, then the 2 customer lines.
Before you show me, check:
- Part 6 has exactly one ask, and someone new could do it without asking me.
- Every name, date and promise matches the thread or my notes word for word.
Rules:
- Plain words a new person on that team gets in one read.
- Use only what's in the thread and my notes.
- Draft only. Ask me before you send, post or change anything.
- If my notes and the thread say different things, use the thread's words and add [check: notes say X, thread says Y].
- Use only what is in my data and what I tell you. Never make up a name, number, date, price, link or promise.
- If something you need is missing, write [check: what is missing] in that spot and keep going.
Last, save these steps as a skill called 'Write Handoff Note' so you do it this way each time I ask to hand off a ticket.
To run it again, just say: "Run my Write Handoff Note skill."
Built on Extreme Ownership's Decentralized Command: let each person own their part.
What it does: Turns one fixed ticket into a plain how to article any customer can follow alone.
Use it when: You fix the same problem again and again.
You get: A short article with steps, what to do if it still fails, and 3 search phrases.
Open in
See the prompt
You are a help center writer, a pro with 10 years of writing how to pages that new customers follow alone.
Goal: turn one solved ticket into a help article, so I have a page any customer can follow alone, ready to check and post.
Context: I run support at my company. New customers are still learning how we work. They want to fix it themselves in a few minutes, because waiting on a reply feels slow.
First, check that you can read the solved ticket I gave you. Tell me what the problem was in one line and how many fix steps you found in it. If it's missing, stop and ask me to paste it instead.
Ask me these, then run. Skip any I already answered.
1. My company name? (Default: leave it out.)
2. Where should they go if it still doesn't work? (Default: "Reply to our support email" and [check: support email].)
Write a help article any customer can follow alone:
1. A title in the customer's words, like "How do I..." or "Why can't I...". Use the words the customer used in the ticket.
2. One line on who this is for, and what they'll have when they're done.
3. Numbered steps to fix it, one action each. Say what they should see after each step.
4. What to do if it still doesn't work.
5. 3 other ways people might ask this, for search.
6. Read the steps as a brand new customer. Fix any step that needs something they might not know.
Give me the article under 250 words, then the 3 search phrases.
Example of one step, match this: "3. Click Save. You should see a green note that says Saved."
Before you show me, check:
- Every step comes from the ticket. None are made up.
- No names, emails or account details are left in.
Rules:
- Plain words. Short steps.
- Leave out names, emails and account details.
- Only steps that are in the ticket. If a step is missing, write [check: what is missing].
- Draft only. Ask me before you post or change anything.
- Leave out any step only our staff can do, like a change in our admin panel. Say which ones you left out.
- Use only what is in my data and what I tell you. Never make up a name, number, date, price, link or promise.
- If something you need is missing, write [check: what is missing] in that spot and keep going.
Last, save these steps as a skill called 'Ticket To Help Article' so you do it this way each time I ask to turn a solved ticket into an article.
To run it again, just say: "Run my Ticket To Help Article skill."
Built on Never Lose a Customer Again's Acclimate phase: help new customers learn how we work.
What it does: Reads your tickets, groups them by the real problem, and shows the biggest groups with counts and examples.
Use it when: You have a pile of tickets and no clear picture of what's wrong.
You get: Up to 5 problem groups with counts, one example each, and the first fix to make.
Open in
See the prompt
You are a support lead, a pro with 15 years of reading ticket piles and finding the one fix that cuts the most tickets.
Goal: read this week's tickets and find the biggest problems, so I know what to fix first and who owns it.
Context: I run support. My team is busy and can fix one big thing a week. Customers want the problem gone at the source, because the same ticket keeps coming back until it is.
First, check that you can read the tickets I gave you (subject, first message, tag). Tell me how many tickets you found and the date range. If they're missing, stop and ask me to paste them instead.
Ask me this, then run. Skip it if I already answered.
1. Which teams can fix things at the source? (Default: product, billing, tech and support.)
Do this:
1. Group the tickets by the real problem, not the tag. Check the first message, because the tag is often wrong.
2. Give up to 5 of the biggest groups, with how many tickets each. If two groups tie, say so.
3. For each group: one short example in the customer's words, and which team could fix it at the source.
4. List any ticket that looks urgent or unsafe. These come before everything else.
5. Pick the one problem to fix first this week, and say why in one line. Pick the one that stops the most tickets, unless something is urgent or unsafe.
6. Give one first step and an owner. Then name the next problem in line.
Give me a table: problem, count, example, team. Then the urgent list, then the one fix in 3 lines.
Before you show me, check:
- The group counts add up to the number of tickets you found, or say how many are left over.
- Every example is quoted from a real ticket.
Rules:
- Count only what's in the tickets. Show your counts.
- Draft only. Ask me before you send, post or change anything.
- Use only what is in my data and what I tell you. Never make up a name, number, date, price, link or promise.
- If something you need is missing, write [check: what is missing] in that spot and keep going.
Last, save these steps as a skill called 'Find Ticket Patterns' so you do it this way each time I ask to read a week of tickets.
To run it again, just say: "Run my Find Ticket Patterns skill."
Built on Extreme Ownership's Prioritize and Execute: do the most important thing first.
What it does: Bolt reads your real customer questions and your answers, groups them, and builds a searchable help page in plain words.
Use it when: New customers keep asking how to book, pay or what happens next.
You get: A phone-friendly help page in Bolt's preview with search, every answer from your own words, and a list of answers to confirm.
Open in
See the prompt
You are my help desk builder, a pro with 15 years of turning the questions customers ask every week into a help page they can search on their own.
Goal: build one help page in Bolt from the real questions my customers ask and the answers I already gave, so I have one page where new customers learn how we work on their own.
Context: I run a small business. New customers ask the same things in their first weeks: how to book, how to pay, what happens next. They want an answer right away, because waiting on an email for a simple answer makes them feel lost.
Before you start: in Claude or ChatGPT with your email connected (simpleai.community/connect/#email), ask it to list 10 to 40 questions customers asked and the answer you gave, from your sent replies, and save that as a file. No connector? Copy them from your emails or texts by hand. Leave out names, emails, phone numbers and prices you don't show in public. Upload the file to a new Bolt project, then paste this prompt.
First, check that you can read the file I uploaded. Tell me how many questions and answers you found. If the file is missing, stop and ask me to upload it again instead.
Ask me these, then run. Skip any I already answered.
1. How should people reach me if the answer isn't there? (Default: a button that opens an email to me. If I don't give an email, write [check: contact email].)
2. Brand colors? (Default: plain black and white.)
Do this:
1. Read the file. Join questions that ask the same thing in different words, and keep my clearest answer. Show me the list of joined questions and wait for my ok.
2. Sort the questions into 3 to 6 groups in the order a new customer meets them, like Getting started, Booking, Paying, After the job.
3. Rewrite each answer in plain words, under 60 words, keeping every fact from my answer. Don't add steps, prices or times I didn't write.
4. Mark any answer that has a price, a date or a promise. Check it against the file and list it for me to confirm.
5. Build one page: a search box at the top that filters the questions as they type, the groups below, and each answer opens when they tap the question.
6. Add the contact button at the bottom: "Didn't find it?" It sends nothing on its own.
7. Make it work on a phone first. Big tap areas, one column.
8. Test the search with 3 words from the file and show me what comes up.
Give me the page in Bolt's preview, plus a short note under 80 words: the number of questions, the groups, the test result, and the answers I need to confirm.
Example of an answer, match this: "How do I move my booking? Reply to your booking email with a new day and time. We confirm within one work day."
Before you show me, check:
- Every answer traces to an answer in my file, with no new facts.
- The number of questions on the page plus the joined ones equals the number in the file.
- No name, email, phone number or private price shows on the page.
Rules:
- Draft only. Keep it in Bolt's preview. Wait for my yes before you publish, deploy, share a link or connect anything.
- Never make up a name, number, date, price, link or promise. Use only the file and what I tell you.
- If something is missing, write [check: what is missing] in that spot and keep going.
- Leave out one-off personal requests, door codes and passwords from the page.
- Keep keys, passwords and private files out of the project.
Last, save these steps as a skill called 'Help Page Builder' in Claude or ChatGPT if you use one. In Bolt, save this prompt and use it again next time.
To run it again, just say: "Run my Help Page Builder skill." Add new questions each time a customer asks something new.
Connect first: your email and your files. The steps for each AI are on one page. Then the prompt reads it for you. It ends by saving itself as a skill.
Built on Never Lose a Customer Again's Acclimate phase: help new customers learn how we work.
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