{"id":"cs-escalation-ack-email-one-hour","audience":"executives","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Acknowledge an executive escalation within the hour","free":false,"task":"Write the reply to Ms. Cho. First line exactly \"Dear Ms. Cho,\" and last line exactly \"Rhea Park, VP Customer Success\". Exactly 3 sentences: acknowledge the issue in her words, name who owns it and when she gets the next update, and say you will not guess the cause until confirmed. Plain text, under 75 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ESCALATION EMAIL (Nov 6, 11:05 AM Eastern) from Dana Cho, VP Operations at Marlowe Retail: \"Our dispatch dashboard has shown stale numbers since 8 AM and my team is making decisions on bad data. I need this fixed and I need to know why.\"\n\nOUR FACTS: Dispatch dashboard data has been 3 hours behind since 8:00 AM. Engineering (lead: Kit Alvarez) is investigating. No cause confirmed.\nOWNER: Kit Alvarez (engineering lead) owns the fix. NEXT UPDATE: today at 2:00 PM Eastern, even if there is no new news.\nGuess from a teammate: 'Probably the overnight data import.' (Unconfirmed; do not share.)\nNo credits or compensation have been approved.\nReply sender: Rhea Park, VP Customer Success. Reply time target: within 1 hour.","rules":[{"type":"plainText"},{"type":"maxWords","max":75}],"mistakes":[{"title":"Guessing the cause","why":"The teammate's guess is in the notes.","fix":"Add: \"Do not guess the cause until confirmed.\"","checks":["r2"]},{"title":"Missing owner or time","why":"The AI says 'we are working on it'.","fix":"Say: \"Kit Alvarez owns it; next update today at 2:00 PM Eastern.\"","checks":["r1"]},{"title":"Wrong lines or length","why":"The AI writes 'Hi Dana' and five sentences.","fix":"Give both lines exactly; exactly 3 sentences.","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":"Names owner and time","patterns":["kit alvarez","2:00 pm"]},{"label":"Bans guessing","patterns":["do not guess","not confirmed"]}],"hint":"An executive acknowledgement is short, owned and honest about the unknown. State the sentences, the owner, the time and what not to say.","rubricLabels":["The first line is exactly \"Dear Ms. Cho,\" and the last line is exactly \"Rhea Park, VP Customer Success\", with exactly 3 sentences between them","Acknowledges the stale dispatch dashboard numbers since 8 AM, and names Kit Alvarez as owner with the next update today at 2:00 PM Eastern","Says the cause is not confirmed and does not guess (no mention of the overnight data import), and offers no credit or compensation"]}