{"id":"cs-rewrite-blunt-reply-for-admin","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Rewrite a blunt internal reply for a frustrated admin","free":false,"task":"Rewrite the draft reply for Marcus, an admin who is frustrated. Start with \"Hi Marcus,\" and end with the sign-off \"Jo\". Keep only the confirmed facts, acknowledge his frustration in one short sentence, and show the extra monthly cost for his 22 users as a math line like \"22 x $10 = $220\". Do not blame him or guess a date. Plain text, under 65 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"MARCUS'S MESSAGE: \"I've asked three times why we can't set approval chains on our plan. This is basic. Fix it.\"\n\nDRAFT REPLY FROM A TEAMMATE (needs rewriting):\n\"No. That's not in Basic. You should have bought Pro, it's in the pricing page. Pro is $14 more per user per month. The bulk-edit thing you asked for last week, no idea, maybe Q1 but don't quote me. Please stop emailing the CEO.\"\n\nCONFIRMED FACTS\n- Approval chains are on Pro only.\n- Pro is $14 more per user per month.\n- Bulk edit: product has not committed to a date.\n- Marcus has 22 users.\n\nYour name is Jo, CSM.","rules":[{"type":"plainText"},{"type":"maxWords","max":65}],"mistakes":[{"title":"Keeping the guess","why":"The AI keeps \"maybe Q1\" because it was in the draft.","fix":"Say: \"Do not give any date for bulk edit; say there is no committed date.\"","checks":["r1"]},{"title":"Keeping the blame","why":"The AI softens \"you should have bought Pro\" but keeps the idea.","fix":"Say: \"Do not blame him or imply he chose wrong.\"","checks":["r2"]},{"title":"Missing the greeting or sign-off","why":"The AI invents a different opening.","fix":"Say: \"Start with Hi Marcus, and end with Jo.\"","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":"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"]}],"promptHints":[{"label":"Gives opening and sign-off","patterns":["hi marcus","sign.?off","end with"]},{"label":"Keeps confirmed facts only","patterns":["confirmed","only the facts","only facts"]},{"label":"Forbids guessing dates","patterns":["no date","do not (guess|promise)","don't (guess|promise)"]},{"label":"Sets a tone","patterns":["acknowledge","frustrat","warm","calm"]},{"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":"To rewrite in a new voice, say what stays (confirmed facts), what goes (guesses and blame) and the exact opening and sign-off.","mission":"Calm Marcus down with a kind, accurate reply on costs.","musts":["Confirmed facts only","Show 22 users math","No blame or guessed date"],"rubricLabels":["The reply starts with \"Hi Marcus,\" and ends with the sign-off \"Jo\", with one short sentence acknowledging his frustration","It says approval chains are on Pro only, shows the math 22 x $14 = $308 per month, and says bulk edit has no committed date without naming Q1 or any date","It does not say or imply he should have bought Pro, does not mention emailing the CEO and does not promise a fix"]}