{"id":"cx-angry-caps-ticket-deescalate","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"De-escalate an all-caps ticket without shouting back","free":false,"task":"Reply to the customer in plain text, under 70 words. Never use capital-letter shouting or the phrase \"calm down\". Your first sentence restates the problem in your own words. Offer one action with a time. Last line exactly \"Tessa, Support\".","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #9031. Customer: Mr. Felix Brandt, Brandt Plumbing.\nHIS MESSAGE: \"I ORDERED 40 PIPE FITTINGS FOR A JOB THIS MORNING AND YOU SENT 4. FOUR!!! MY CREW IS STANDING AROUND COSTING ME MONEY. FIX THIS NOW OR I WILL TELL EVERYONE.\"\n\nORDER: #55120, 40 fittings ordered (kit of 10 x 4 boxes). Shipped 4 boxes?? Warehouse log: only 1 box (10 fittings) shipped on Nov 5 by mistake; 3 boxes still in the warehouse.\nWHAT WE CAN DO: Express courier the 3 missing boxes today if confirmed before 2 PM; delivery tomorrow by noon, free. A phone call from the warehouse lead is also possible.\nTime now: 11:30 AM.\n\nPolicy: do not argue, do not blame the customer.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Echoing his numbers wrongly","why":"The AI says he got 4 fittings.","fix":"Say: \"He received 10 of 40 fittings (1 of 4 boxes).\"","checks":["r0"]},{"title":"Offering a vague fix","why":"The AI promises 'we'll look into it'.","fix":"Say: \"Offer the express courier: today, free, by noon tomorrow, confirm before 2 PM.\"","checks":["r1"]},{"title":"Matching his tone","why":"The AI uses capitals or tells him to calm down.","fix":"Add: \"No all-caps, never 'calm down'.\"","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":"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":"Gives the offer","patterns":["express","today","2 pm"]},{"label":"Bans shouting","patterns":["no (all.)?caps","calm down","capital"]}],"hint":"With an angry customer, restate the real problem, give one concrete fix with a deadline, and avoid shouting back.","rubricLabels":["The first sentence restates the problem in the agent's own words (he received 10 of 40 fittings, or only one box of four), and the last line is exactly \"Tessa, Support\"","Offers to send the 3 missing boxes by express courier today, free, arriving tomorrow by noon, and asks for his go-ahead before 2 PM","Uses no all-capital words of shouting and does not say calm down"]}