{"id":"cs-nps-detractor-reply-rewrite","audience":"customer-success","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Rewrite a defensive NPS follow-up in your team's voice","free":false,"task":"A junior CSM drafted a reply to an NPS detractor and it sounds defensive. Rewrite it in your team's voice: first person (\"I\"), name both of the customer's complaints, no \"unfortunately\", no exclamation marks, no talk of SLAs or targets, offer a 15-minute call with two time options, and promise no fix date. Plain text, under 90 words.","materialLabel":"Account notes (attached to your prompt automatically)","material":"NPS response - Kestrel Dental Labs - score 3\nComment from Joan Pruitt (office manager): \"Reports take forever to load and when I email support it takes days to hear back.\"\n\nDraft reply (from Theo, junior CSM):\n\"Hi Joan! Unfortunately reports can be slow for larger accounts, which is expected behavior at your data size. Our support SLA is 48 hours and your tickets averaged 31 hours, so we're actually well within our targets!! Let me know if you have any other questions.\nTheo\"\n\nFacts:\n- A faster reporting engine is in beta. Product has no release date yet.\n- Kestrel's last 3 tickets: first response 26h, 31h, 36h.\n- Available times for a call: Tues 11am or Thurs 3pm (Joan's time zone).\n- Joan's account owner is Theo; he'll send the reply.","rules":[{"type":"maxWords","max":90},{"type":"plainText"}],"mistakes":[{"title":"Keeping the defense","why":"The AI polishes the draft but keeps the SLA argument.","fix":"Say: \"No mention of SLAs, targets or averages.\"","checks":["r1"]},{"title":"Not giving the voice rules","why":"The AI writes its own polite style, with \"unfortunately\" and cheerful punctuation.","fix":"List them: \"First person, no 'unfortunately', no exclamation marks.\"","checks":["r0","r1"]},{"title":"Promising a fix","why":"The AI says the faster engine is coming soon or names a date.","fix":"Add: \"Mention the beta only without a date, or leave it out.\"","checks":["r2"]},{"title":"A vague offer","why":"The AI ends with \"let me know if you have questions.\"","fix":"Ask: \"Offer a 15-minute call: Tues 11am or Thurs 3pm.\"","checks":["r2"]},{"title":"Trusting the AI to count words","why":"Apologies run long.","fix":"Ask for \"4 short sentences, under 70 words, plain text.\"","checks":["maxWords","plainText"]}],"promptHints":[{"label":"Gives the voice rules","patterns":["first person","unfortunately","exclamation"]},{"label":"Bans the SLA defense","patterns":["sla","target","defensive"]},{"label":"Names both complaints","patterns":["both","reports?.{0,20}support"]},{"label":"Gives call options","patterns":["15.?min","tues","thurs"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words"]}],"hint":"Polishing a defensive draft keeps it defensive. Give the AI your voice rules and what to drop.","rubricLabels":["Names both complaints (slow-loading reports and slow support replies) and writes in the first person","Doesn't contain 'unfortunately', exclamation marks, or any mention of SLAs, targets or response-time averages","Offers a 15-minute call with Tuesday 11am and Thursday 3pm as options, and gives no release date for the faster reporting"]}