{"id":"cs-reference-call-prep-email-honest","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Prepare a customer for a reference call without scripting them","free":false,"task":"Write the email from Lina to Oskar, who agreed to take a reference call. Subject line first (under 8 words), then \"Hi Oskar,\". Give the date, time and length, list exactly 3 bullets starting \"-\" with the topics the prospect may ask about, and say he is free to be honest and to skip any question. Do not give him answers to say and do not offer any gift. End with \"Lina\". Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"REFERENCE CALL - Brightwater Dental (contact: Oskar Lindgren, practice manager) with prospect Delmar Print (ops director Ines Cabral)\n- Thursday Nov 19, 11:00am ET, 30 minutes, by video. Lina will send the link, but will not join.\n- Topics Ines said she wants to hear about: how long onboarding took, what training looked like, and how support responds.\n- Brightwater's own facts (confirmed by Oskar in October): went live in 6 weeks; 2 training sessions.\n- Marketing suggested: \"Offer Oskar a $50 gift card as a thank-you and give him talking points.\"\n- Policy: reference customers are never given scripts or gifts; they can decline any question.\n- Lina Berg is the CSM.","rules":[{"type":"plainText"},{"type":"maxBullets","max":3},{"type":"maxWords","max":110}],"mistakes":[{"title":"Scripting the answers","why":"The AI adds talking points like \"went live in 6 weeks\".","fix":"Say: \"Do not give him answers to say.\"","checks":["r2"]},{"title":"Offering a gift","why":"The AI follows the marketing suggestion.","fix":"Say: \"Do not offer any gift.\"","checks":["r2"]},{"title":"Missing logistics","why":"The AI omits time or length.","fix":"Say: \"Give the date, time (ET) and 30 minutes.\"","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":"Leaving the bullet count open","why":"The AI keeps adding bullets until every detail is covered.","fix":"Name the cap: \"at most N bullets, nothing else\".","checks":["maxBullets"]},{"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 Oskar,', exactly three bullets starting '-', and the email ends with 'Lina'.","checks":["r0"]}],"promptHints":[{"label":"Greeting and sign-off","patterns":["hi oskar","lina"]},{"label":"Logistics","patterns":["nov 19","11","30 minutes"]},{"label":"Three topic bullets","patterns":["3 bullets","three bullets","topics"]},{"label":"No scripts or gifts","patterns":["no gift","talking points","script","free to"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the bullets","patterns":["bullet"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"Reference prep is about logistics and freedom to be honest. State what not to supply: scripts and gifts.","mission":"Prepare Oskar for his reference call without scripting him.","musts":["Date, time and length","Tell him he can skip","No answers or gifts"],"rubricLabels":["The first line is a subject under 8 words, followed by \"Hi Oskar,\", exactly three bullets starting \"-\", and the email ends with \"Lina\"","It gives Thursday Nov 19, 11:00am ET, 30 minutes by video, and the three bullets are onboarding time, training and how support responds","It says he is free to be honest and to skip any question, offers no gift and gives no talking points or answers, and does not say he went live in 6 weeks"]}