What is a system prompt — CCA-F Exam Prep

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REAL PERSON A new customer service agent sitting at a desk on their first day. In front of them: an employee handbook open to a page titled 'Tone of Voice & Escalation Rules.'

A new customer service agent sitting at a desk on their first day. In front of them: an employee handbook open to a page titled 'Tone of Voice & Escalation Rules.'

A customer service agent joins a new company.

Day 1: they read the employee handbook. Tone of voice. Escalation rules. What they can and can't say. When to transfer to a supervisor. How to handle refunds.

They read it once. Every conversation after follows those rules. They don't re-read the handbook before every call. They just know.