{"id":"cs-exec-escalation-template-four-fields","audience":"managers","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Escalate to an executive sponsor in four labeled fields","free":false,"task":"Write an escalation to the customer's executive sponsor, Ms. Adeyemi, with exactly these labeled lines: Situation:, Impact:, What we need from you:, By when:. Plain text, under 80 words. Do not blame her team and do not mention our internal re-org. Name one specific decision she can make.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Granite Insurance. Executive sponsor: Ms. Folake Adeyemi (SVP Operations). Day-to-day: Chen (IT lead).\n\nSITUATION: The claims-system integration is 3 weeks behind. Granite's IT team has not given us test credentials for their staging environment since Oct 12. Without them we cannot finish testing; the Dec 1 go-live will slip.\nIMPACT: Granite's claims team (140 people) keeps using spreadsheets; each week of delay costs them roughly 60 hours of manual work (their estimate).\nDECISION NEEDED: Ms. Adeyemi can instruct IT to provide the staging credentials, or agree to move go-live to Jan 12.\nDEADLINE: We need the decision by Nov 13 to hold a Jan 12 date.\n\nInternal: 'Chen has been unresponsive' and 'our new director Rob reorganized the team in October, which slowed us down.'","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Blaming Chen","why":"The internal notes call him unresponsive and the AI repeats it to his boss.","fix":"Add: \"Do not blame her team or name individuals.\"","checks":["r2"]},{"title":"Asking for 'support'","why":"The AI says 'we need your help' with no decision.","fix":"Say: \"Name one decision: provide credentials or move go-live to Jan 12.\"","checks":["r2"]},{"title":"Missing numbers","why":"The AI writes the impact in general terms.","fix":"Say: \"Impact: 140 staff, about 60 hours a week.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes a letter.","fix":"Name the four labels.","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","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 the labels","patterns":["situation:","impact:","what we need","by when"]},{"label":"Bans blame","patterns":["do not blame","no blame","re-org"]}],"hint":"Executive escalations need facts, impact, a clear decision and a date. Name the labels and tell the AI what not to say.","rubricLabels":["The output is exactly four lines starting Situation:, Impact:, What we need from you: and By when:","Situation says the integration is 3 weeks behind because staging credentials have not been received, and Impact cites the 140 claims staff and about 60 hours of manual work a week","What we need from you offers the two choices (provide the credentials, or move go-live to Jan 12), By when says Nov 13, and neither Chen's unresponsiveness nor the re-org is mentioned"]}