Why this matters
An upset client email sits in the inbox while you draft and redraft a reply. The longer it sits, the angrier they get, and the more careful the reply has to be.
ChatGPT can write a draft in seconds, but a fast reply that promises something you cannot deliver is worse than a slow one.
In this module you learn a routine that is both fast and true: give ChatGPT the thread and the facts you can promise, get a draft, have it check every promise against those facts, fix one line, and send.
What you’ll build
A warm, accurate reply to a customer whose order went sideways: the wrong pickup day, a change request and an allergy question nobody answered.
Along the way ChatGPT lists every promise in its draft next to the fact that backs it up, and you fix the one line that overpromises before anything is sent.
What you need
- Nothing to start the practiceGmail and ChatGPT are practice copies, and no email really goes out.
- A ChatGPT account, to do it for realA free account at chatgpt.com works. For client email, use your company’s approved plan.
- The email threadAny email app works, because you copy and paste.
- A short list of facts you can promiseDates, prices, policies: whatever the reply depends on. Write them as plain lines.
Concepts
3 ideas you’ll use in the practice.
Three things in one message
The thread (what happened), the facts (what you can promise) and the instructions (what a good reply looks like).
ChatGPT cannot know your schedule, prices or policies. Give it the facts, or it will make some up that sound right.
Never send the first draft
A draft can sound careful and still promise too much. Ask ChatGPT to list every promise in the draft next to the fact that backs it.
Then ask for one specific fix ("remove the promise about Saturday delivery") instead of "make it better".
You send it, so you read it last
Copy the final reply into your email, read it once more as the client would, then send it yourself.
Leave out anything private ChatGPT does not need, like account numbers or health details.
Practice
Do every step yourself in a practice copy of the real tool. It checks your work, and “Do it for me” finishes any step you get stuck on.
Do it for real
Now repeat it in your own account. Tick each step as you go.
Quick check
3 questions to check you’ve got it.
1. What three things go into the message to ChatGPT?
- The thread, the facts you can promise, and what a good reply looks like
- Only the customer’s last email
- Your password and the thread
Show the answer
The thread, the facts you can promise, and what a good reply looks like. Thread, facts and instructions give ChatGPT everything it needs and nothing it has to guess.
2. The draft sounds great. What next?
- Send it
- Ask ChatGPT to match every promise to a fact
- Ask it to make it longer
Show the answer
Ask ChatGPT to match every promise to a fact. The check catches an overpromise before the client does.
3. Who reads the reply last before it goes out?
- ChatGPT
- You
- Nobody, it sends itself
Show the answer
You. You are the one sending it, so the last read is yours.