{"id":"cs-ceo-prep-upset-customer-summary","audience":"executives","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Prep our CEO for a call with an upset customer CEO","free":false,"task":"Write a prep note for our CEO, Amara, who has a call tomorrow. Exactly four lines starting \"Why they are upset:\", \"What we have done:\", \"Avoid saying:\" and \"One ask:\". Keep the customer's claim and our log data as separate numbers. Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL THREAD SUMMARY - Harbor & Pine Hotels (CEO: Diego Santos)\n\nDiego to our support alias, Nov 3: \"Your booking sync was down for six days. We lost direct bookings and nobody told us. We expect a 30-day free extension or we will look at other vendors.\"\n\nOur incident log: sync failed from Oct 28, 22:00 to Oct 31, 02:00 (2 days 4 hours). A status-page note went up Oct 29 at 08:00. Harbor & Pine's admin was emailed Oct 29 at 11:00 only after she wrote in.\nDone so far: root cause fixed Oct 31; missed bookings re-imported Nov 1; incident review held Nov 2; VP Customer Success Hana called their COO Nov 3 (no answer, voicemail left).\nNot decided: the extension. Finance would only consider a credit for the 2 days 4 hours, and any credit needs the CRO to approve.\nDo not repeat the phrase \"isolated incident\" - it was used in an earlier email and they reacted badly. (This is from Hana.)","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Blending the two numbers","why":"The AI writes \"about six days\" or \"a couple of days\" without the split.","fix":"Say: \"Give his claim and our log as separate numbers.\"","checks":["r1"]},{"title":"Promising the extension","why":"The AI suggests Amara agree to it.","fix":"Say: \"Describe the ask as undecided and needing CRO approval.\"","checks":["r2"]},{"title":"Missing the avoid line","why":"The AI folds the warning into the narrative.","fix":"Say: \"Four labeled lines, including Avoid saying:.\"","checks":["r0","r2"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]}],"promptHints":[{"label":"Names the reader","patterns":["amara","ceo"]},{"label":"Fixes the four labels","patterns":["why they are upset","avoid saying","one ask"]},{"label":"Keeps the numbers separate","patterns":["separate","both numbers","claim"]},{"label":"Caps the length","patterns":["\\d+\\s*words","under \\d+"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"A prep note for one reader needs her labels, both versions of the facts and the single decision, in a tight word cap.","mission":"Prep Amara for tomorrow's call with an upset customer CEO.","musts":["Four labeled lines","Customer claim vs our data","Under 90 words"],"rubricLabels":["The output has exactly four lines starting \"Why they are upset:\", \"What we have done:\", \"Avoid saying:\" and \"One ask:\"","\"Why they are upset:\" gives both numbers separately: Diego's claim of six days and our log of 2 days 4 hours","\"One ask:\" is the 30-day extension request described as undecided and needing CRO approval, and \"Avoid saying:\" lists \"isolated incident\""]}