{"id":"cs-explain-score-drop-plain-reply","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Explain a status change to a customer without internal scoring","free":false,"task":"Reply to Hana, who asked why her account moved from green to yellow. Plain text, exactly 3 sentences. The first word is \"Hana,\". Give her two reasons in plain words, offer a 30-minute call this week, and share no scores, weights or the words \"health score\".","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER MESSAGE (Nov 3), Hana Sato, operations lead at Brightwell Clinics:\n\"I saw in the portal our account status changed from green to yellow. What does that mean? Are we in trouble?\"\n\nINTERNAL DETAIL (do not share raw):\nHealth score: 79 to 74 (green is 75+). Factors: usage 62 (down 18): weekly active users fell from 48 to 39 after the October schedule change. Sponsor engagement 40 (down 25): no executive check-in since July. Support 85 (flat). NPS 70 (flat).\nPlan: schedule a 30-minute call with Hana and Dr. Moyo; refresher training for the 9 users who stopped logging in.\n\nCustomer is happy with the product overall. Contract renews in June.","rules":[{"type":"plainText"},{"type":"maxSentences","max":3}],"mistakes":[{"title":"Sharing the internal score","why":"The AI quotes 79 to 74 and the factor weights.","fix":"Say: \"No scores, weights or 'health score'.\"","checks":["r2"]},{"title":"Reassuring without reasons","why":"The AI says 'nothing to worry about' without the real causes.","fix":"Say: \"Give two reasons from the notes in plain words.\"","checks":["r1"]},{"title":"Too long","why":"The AI writes a full email with a greeting block and sign-off.","fix":"Say: \"Exactly 3 sentences starting with Hana,.\"","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":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Name the cap: \"at most N sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Counts the sentences","patterns":["3 sentences","three sentences"]},{"label":"Bans internal scoring","patterns":["no score","health score","internal"]}],"hint":"Customers need reasons and a next step, not your internal model. Say what to share, what to hide and how long.","rubricLabels":["The reply starts with the word \"Hana,\" and is exactly 3 sentences","Gives two reasons in plain words: fewer staff logging in each week (48 to 39) and no executive check-in since July","Offers a 30-minute call this week, and shares no scores, weights or the words health score"]}