{"id":"cs-detractor-call-agenda-checklist","audience":"customer-success","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Plan a detractor call as a four-step checklist","free":false,"task":"Plan the call with Marcia as exactly four checklist lines starting \"[ ]\" in this order: Listen, Own, Explain, Offer. Start each with the step word and a colon. The Offer line is the only one that mentions the credit. Plain text, under 110 words. Do not defend or make excuses.","materialLabel":"Your material (attached to your prompt automatically)","material":"NPS RESPONSE (Nov 2): Marcia Tran, finance lead at Tern Foods. Score: 3. Comment: \"The reports were wrong twice and nobody told us. We made decisions on bad numbers.\"\n\nFACTS\n- Report bug 1: Sep 14 (totals double-counted refunds). Fixed Sep 16.\n- Report bug 2: Oct 2 (a filter dropped the last day of the month). Fixed Oct 4.\n- We sent no notice to customers about either bug.\n- Manager approved a $200 account credit and a monthly 'known issues' email for Marcia.\n- Cause for bug 1 was a rushed release. (Do not use this as an excuse.)\n\nCall is 20 minutes. Marcia is direct and dislikes defensiveness.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Making excuses","why":"The notes mention the rushed release and the AI offers it as context.","fix":"Add: \"Do not defend or make excuses.\"","checks":["r1"]},{"title":"Offering too early","why":"The AI mentions the credit in the first step.","fix":"Say: \"Only the Offer line mentions the credit.\"","checks":["r2"]},{"title":"Wrong shape","why":"The AI writes a narrative agenda with times.","fix":"Say: \"Four lines starting [ ] in this order.\"","checks":["r0"]},{"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":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Sets the step order","patterns":["listen","own","explain","offer"]},{"label":"Bans excuses","patterns":["no excuse","do not defend","don.t defend"]}],"hint":"A detractor call has an order. Name the steps, tell the AI where the offer goes, and ban excuses.","rubricLabels":["The output is exactly four lines starting \"[ ]\", in the order Listen:, Own:, Explain:, Offer:","Own and Explain refer to the two bugs (Sep 14 and Oct 2) and the lack of notice, with no excuse such as a rushed release","Only the Offer line mentions the $200 credit and the monthly known-issues email"]}