{"id":"cs-overdue-invoice-friendly-nudge-email","audience":"customer-success","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Nudge a customer about an overdue invoice without any threat","free":false,"task":"Write the email from Mei to Birgit. Subject line first (under 8 words), then \"Hi Birgit,\". State the invoice number, amount, due date and days overdue as plain facts, then make one ask: tell us if something is wrong with the invoice, or the date it was paid. Name Marc in billing as the person who can help. End with \"Mei\". Never mention suspension, late fees, collections or legal. Plain text, under 85 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"BILLING NOTE - Tollgate Dental (contact: Birgit Lund, office manager)\nInvoice INV-3301, $4,200, annual platform fee. Due Oct 15. No payment recorded as of Nov 6.\nDay count: Oct 15 to Nov 6 = 22 days.\nAccount health: Green; the last QBR on Sep 24 went well. Birgit mentioned in October that their accountant changed.\nBilling team contact: Marc Ellis. The billing team handles anything about fees, suspension or collections; CSMs do not discuss these.\nPayment portal: the customer already has the link in earlier invoice emails.\nPolicy reminder from Finance: after 30 days overdue, the billing team sends its own notice.","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Hinting at consequences","why":"The AI mentions late fees or the 30-day notice to add weight.","fix":"Say: \"Never mention suspension, late fees, collections or legal.\"","checks":["r2"]},{"title":"Skipping the facts","why":"The AI writes \"a payment seems outstanding\".","fix":"Say: \"State the invoice number, amount, due date and days overdue.\"","checks":["r1"]},{"title":"Several asks","why":"The AI asks her to pay, call and confirm.","fix":"Say: \"One ask: tell us if something is wrong, or the date it was paid.\"","checks":["r2"]},{"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 first line is a subject under 8 words, followed by 'Hi Birgit,', and the email ends with 'Mei'.","checks":["r0"]}],"promptHints":[{"label":"Greeting and sign-off","patterns":["hi birgit","mei"]},{"label":"Lists the facts","patterns":["invoice","due date","days overdue"]},{"label":"Names the helper","patterns":["marc","billing"]},{"label":"Bans threats","patterns":["suspension","late fee","collections","no threat"]},{"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":"A nudge is facts plus one easy ask. List the topics a CSM must never mention.","mission":"Get Birgit to pay or explain the overdue invoice.","musts":["State facts plainly","Point to Marc in billing","No fees or threats"],"rubricLabels":["The first line is a subject under 8 words, followed by \"Hi Birgit,\", and the email ends with \"Mei\"","It states invoice INV-3301, $4,200, due Oct 15 and 22 days overdue as plain facts, and names Marc in billing as the person who can help","It makes one ask (tell us if something is wrong or the date it was paid) and never mentions suspension, late fees, collections, legal or the 30-day billing notice"]}