{"id":"cs-sales-to-cs-handover-written-vs-verbal","audience":"managers","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Hand over a new account and separate written promises from verbal ones","free":false,"task":"Write the sales-to-CS handover with exactly five lines starting \"Customer:\", \"Goals:\", \"In writing:\", \"Verbal only:\" and \"Risks:\". Put each promise in the right line. Plain text, under 140 words. Do not treat verbal promises as commitments.","materialLabel":"Your material (attached to your prompt automatically)","material":"SALES HANDOVER NOTES (messy), Zenith Dental ($66,000 ARR, signed Nov 2)\nGoals the customer stated: stop double-booked appointments; cut front-desk phone time in half by June; have all 4 locations live by Mar 1.\nIn the signed order form: 40 seats; 2 training sessions; implementation by Mar 1 for all 4 locations; premium support for the first 6 months.\nPromised by email from the VP of Sales (written, approved): 20 extra staff may attend the training at no cost.\nPromised on calls only (not in writing, not approved): 'a custom report builder by January', 'a dedicated engineer for the first month', 'a 10% discount at renewal if they refer someone'.\nRisks noticed: sponsor Dr. Ana Pierce is traveling until Nov 20; location 3 uses an old scheduling system that may need a special import; the office manager, Rob, seemed skeptical.\nStakeholders: Dr. Pierce (sponsor), Rob (office manager).","rules":[{"type":"plainText"},{"type":"maxWords","max":140}],"mistakes":[{"title":"Treating verbal promises as commitments","why":"The AI mixes the call promises into the signed items.","fix":"Say: \"Verbal only: promises not in writing and not approved.\"","checks":["r1"]},{"title":"Missing the written approval","why":"The AI leaves out the VP's email about 20 extra attendees.","fix":"Say: \"In writing includes the order form and the VP's approved email.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes a narrative.","fix":"Name the five labels.","checks":["r0","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":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the five labels","patterns":["customer:","goals:","in writing:","verbal only:","risks:"]},{"label":"Separates verbal promises","patterns":["verbal","not in writing","not approved"]}],"hint":"A handover protects the CSM from unwritten promises. Name the lines and tell the AI to separate written from verbal.","rubricLabels":["The output is exactly five lines starting Customer:, Goals:, In writing:, Verbal only: and Risks:","In writing lists the signed items (40 seats, 2 training sessions, all 4 locations by Mar 1, premium support for 6 months) and the written VP approval for 20 extra attendees","Verbal only lists the custom report builder, the dedicated engineer and the 10% referral discount, and Risks names the old scheduling system at location 3 or the sponsor traveling until Nov 20"]}