Deep dive · module 58 of 100
Preparing customer questions
Prepare answers to frequently asked questions.
After this lesson
You create a draft answer that you can adapt and check.
In view · Step by step
A customer response remains a draft
Provide the fictional customer question and only confirmed information.
Have a clear answer created without inventing prices or delivery times.
Check agreements and adjust the answer before sending.
Part 1 of 3 · Question and facts
Your preference for less movement is on. Choose each part yourself.
Provide the question and context
What is the customer asking and what is the situation?
Set boundaries
Do not invent prices, promises, or availability.
Ask for a draft
You adapt it before it is sent.
New practice example
From explanation to a usable result.
Preparing a customer query means understanding the question and keeping the limits of the available answer visible.
Fictional practice situationA fictitious customer asks about price and delivery. Only the fixed product price of 24 euro is known; stock and shipping date are missing.
View a possible solution
This is how it can be done
Create a draft response with the price of 24 euro and the notification that stock and shipping date are still being checked. Additionally, include an internal action list: check stock, confirm delivery appointment, review final response.
Why this works
You help the customer without making an unconfirmed promise. Internal action points should not unintentionally appear in the customer message.
Make it slightly more difficult
Create a second version for a returning customer and check whether the friendlier tone suggests faster delivery anywhere.
Extra practice, at your own pace. You do not need to submit anything. This does not count towards an automatic assessment.
Your workplace · learning by doing
Make something. See what changes.
Checking the AI connection… You can already view the written example.
Present your assignment to Ende.
Read the answer, change one thing, and compare.
Previously held
New version
You remain in control
What do you want to improve in your next attempt?
On this device only. AI answers remain only in this page memory. This is self-review, not a grade.
Why this approach works
You help the customer without making an unconfirmed promise. Internal action points should not unintentionally appear in the customer message.
A step further
Create a second version for a returning customer and check whether the friendlier tone suggests faster delivery anywhere.
Try & discover · no obligation
Rewrite without changing the facts
Save a version and then change én choice. Which differences are style and which change the content?
Fictitious source: from Wednesday the workshop is open from 9 to 16 o'clock. The precise calendar date is not yet known. No discount has been announced.
Two written style examples: “Hi!” is friendly, “Dear visitor,” is businesslike. You change fixed text elements, not a generated AI response.
Source text
Fictitious source: from Wednesday the workshop is open from 9 to 16 o'clock. The precise calendar date is not yet known. No discount has been announced.
Your compiled version
Hi! From Wednesday, the workshop is open from 9 am to 4 pm. The exact date is not yet known.
20 words · English
The known hours remain preserved and the unknown date remains visibly open.
All variants are pre-written. The check responds to your choices and does not assess free text. In a real translation or rewrite, you also check nuance, tone and agreements.
This trial works locally with fictitious data and does not count towards your lesson completion. It starts anew with a new lesson or reload.
A prompt to get you started
Write a draft answer to this customer question. Be friendly and clear. Do not invent prices or promises. Question: [vraag]. Context: [context].
Apply it
A customer asks for an exact delivery date, but the fictitious file data only states that the planning is still being confirmed.
Which approach best fits this situation?
- Provide a probable date as a fixed appointment.
- Create a draft that explains the missing confirmation and does not promise a date.
- Let the AI adopt a date from another file.
With JavaScript, you can check your approach and receive immediate feedback.
Test your insight
What should you always do with a AI draft answer to a customer?
- Send immediately.
- Check for accuracy and promises before you send it.
- Nothing.
Extra practice
Write a prompt for a frequently asked customer question. Mention at least one boundary.
Question about delivery time. Boundary: do not promise an exact date if it is not fixed.
