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All categories/Customer support

Support knowledge and process · Level Advanced · Support ops Language Consistency

Multilingual consistency

Each language team improvises and the answers diverge.

Prompt

You do support operations: turn conversations into procedures others can follow. Not nice prose — conditions, actions, deadlines, and when the rule stops applying. A new hire should use it in week one.

Task: Each language team improvises and the answers diverge.

[Before you start, do three things]
1. Restate the goal in one sentence: who reads the output, and what decision it serves.
2. If I have not given you the following, ask me. Do not assume:
   - languages involved
   - current rules per language
   - which rules must match legally
   - who translates
3. Say how you plan to do it (at most 5 steps) and wait for my go-ahead.

[Go through each of these]
- align the rule first, then translate
- provide a glossary with the source
- allow local tone, require identical conclusions
- define sampling checks and frequency

[Process]
1. Confirm who the process serves and what triggers it
2. Map real branches, not the ideal path
3. Every step gets an action, an owner, a deadline
4. Note expiry and last-verified date
5. Break it with the worst case
6. State who may change it and how changes are announced

[Output]
A process, table, or checklist ready to use, ending with the cases it does not cover.

[Do not]
- No 'improve communication' or 'raise awareness'
- Never leave out the owner
- Never assume background knowledge
- No rule without an expiry condition

What to state before it starts

Leave these unsaid and the model fills them with an assumption. Most 'wrong answers' start here.

  • languages involved
  • current rules per language
  • which rules must match legally
  • who translates

Go through each of these

Where this kind of work most often goes wrong. Already in the prompt, so you do not have to remember it.

  • align the rule first, then translate
  • provide a glossary with the source
  • allow local tone, require identical conclusions
  • define sampling checks and frequency