{"id":"cs-internal-terms-to-customer-definitions","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Define three internal terms for customers in plain words","free":false,"task":"Write customer-facing definitions for the three terms, exactly 3 lines formatted \"Term: definition\". Each definition is 20 words or fewer. Do not use these words: weighted, composite, RAG, churn, score card. Do not mention weights or formulas. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"INTERNAL GLOSSARY (not for customers as written)\n- Health score: a weighted composite of usage, support tickets, NPS and executive engagement, mapped to RAG bands. Drives churn-risk alerts.\n- QBR: quarterly business review. A 45-minute meeting with the executive sponsor, day-to-day lead and CSM to review results, goals and risks.\n- Success plan: a signed document listing 2-4 customer goals, baselines, targets, owners and dates; reviewed at each QBR.\n\nCUSTOMER QUESTION (from Odile at Pellham Books): \"In your emails you keep saying health score, QBR and success plan. What do they mean?\"\n\nReminder: the exact weights are 40/20/20/20 and are not shared outside the company.","rules":[{"type":"plainText"},{"type":"maxWords","max":75}],"mistakes":[{"title":"Copying the internal wording","why":"The AI keeps \"weighted composite\" and \"RAG bands\".","fix":"Say: \"Do not use weighted, composite, RAG, churn or score card.\"","checks":["r2"]},{"title":"Revealing the weights","why":"The AI mentions 40/20/20/20.","fix":"Say: \"Do not mention weights or formulas.\"","checks":["r2"]},{"title":"Long definitions","why":"The AI writes full paragraphs.","fix":"Say: \"Each definition 20 words or fewer.\"","checks":["r1"]},{"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":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]},{"title":"Leaving a requirement unstated","why":"The AI follows its own defaults unless the prompt spells this out.","fix":"State it plainly in your prompt: the output has exactly 3 lines formatted 'Term: definition' for Health score, QBR and Success plan.","checks":["r0"]}],"promptHints":[{"label":"Format","patterns":["term:","definition","3 lines"]},{"label":"Bans jargon","patterns":["weighted","composite","rag","churn"]},{"label":"No weights","patterns":["weights","formula"]},{"label":"Word cap","patterns":["20 words","or fewer"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"Customer-facing glossary lines should drop jargon and secrets. List the words and facts to keep out.","mission":"Explain three internal terms to customers in plain words.","musts":["20 words or fewer","Avoid banned jargon words","No weights or formulas"],"rubricLabels":["The output has exactly 3 lines formatted \"Term: definition\" for Health score, QBR and Success plan","Each definition says in everyday words what it is and what it is for (a check on how things are going, a quarterly meeting to review results, a shared list of goals), and is 20 words or fewer","None of the words weighted, composite, RAG, churn or score card appear and no weights or formulas are mentioned"]}