{"id":"cs-feedback-thanks-no-promise","audience":"customer-success","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Thank a customer for feedback without promising a build","free":false,"task":"Reply to Hamid in plain text. Exactly 3 sentences. Start with the word \"Thank\" and end with the exact line \"Kai, Customer Success\". Say the feedback was shared with the product team. Do not promise the feature and do not use the words soon, roadmap or planned.","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL from Hamid Qureshi, Brightfield Schools (Nov 4): \"Two things. First, we'd really love a dark mode, our teachers work in dim classrooms. Second, your support took almost a week to answer me in September; that was frustrating. Otherwise we're happy.\"\n\nFACTS\n- Dark mode: not planned; being considered. Requests are logged weekly and shared with the product team.\n- September support delay: confirmed (6 days), caused by a staffing gap; since fixed (average first reply is now under 4 hours).\n- Kai Ndlovu is Hamid's CSM.\n\nSales rep's suggestion: 'Tell him dark mode is on the roadmap for next year.' (Not true.)","rules":[{"type":"plainText"},{"type":"maxSentences","max":3}],"mistakes":[{"title":"Promising the feature","why":"The sales rep's suggestion says it's on the roadmap.","fix":"Add: \"Do not promise it; never use soon, roadmap or planned.\"","checks":["r2"]},{"title":"Ignoring the support complaint","why":"The AI answers only the dark mode request.","fix":"Say: \"Acknowledge the 6-day September delay and the improvement.\"","checks":["r1"]},{"title":"Wrong open, length or sign-off","why":"The AI writes five sentences and signs 'Best'.","fix":"Say: \"Exactly 3 sentences, start with Thank, end with the exact line.\"","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 promise words","patterns":["roadmap","soon","planned"]}],"hint":"Feedback replies should be honest and short. Count the sentences, name both points, and ban promise words.","rubricLabels":["The reply starts with the word \"Thank\" and the last line is exactly \"Kai, Customer Success\", with exactly 3 sentences","Says his feedback on dark mode was shared with the product team, and acknowledges the 6-day September support delay and that first replies are now under 4 hours","Does not promise dark mode and does not use the words soon, roadmap or planned"]}