{"id":"cx-angry-post-public-reply-dm","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Reply to an angry public post without sharing details","free":false,"task":"Reply publicly to the post as Brightly Support. Start with exactly \"@mike_t\". Plain text, under 30 words. Apologize once, invite him to DM us, and share no order details. Do not argue. End with exactly \"^Sam\".","materialLabel":"Your material (attached to your prompt automatically)","material":"PUBLIC POST (Nov 6) from @mike_t: \"@BrightlyShop my order has been 'processing' for a WEEK. Worst service ever. Don't buy from them. #avoid\"\n\nINTERNAL LOOKUP (do not post): Order #55102, placed Oct 30, $79 headphones for Mike Tran. Status: processing because payment verification failed on Oct 31 and he never replied to our email from Nov 1 (sent to an old address).\n\nPOLICY FOR PUBLIC REPLIES: never include order numbers, names, emails, amounts or the reason; ask the person to DM us; stay calm and short; reply within 1 hour. DMs are open to everyone.\nSocial signature: ^Sam\n\nA teammate suggests: 'Say it's his fault, he didn't reply to the email.'","rules":[{"type":"plainText"},{"type":"maxWords","max":30}],"mistakes":[{"title":"Explaining the real reason","why":"The lookup shows what happened and the AI shares it publicly.","fix":"Say: \"Share no order details or reasons; ask for a DM.\"","checks":["r1"]},{"title":"Blaming the customer","why":"The teammate suggests saying it's his fault.","fix":"Add: \"Do not argue or blame.\"","checks":["r2"]},{"title":"Answering the complaint in public","why":"The AI explains and apologizes at length without inviting a DM.","fix":"Say: \"Apologize once and invite him to DM. End with exactly ^Sam.\"","checks":["r0"]},{"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"]},{"title":"Getting markdown back","why":"AI adds bold or hashtags.","fix":"Say \"plain text, no hashtags\".","checks":["plainText"]}],"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":"Asks for a DM","patterns":["dm","direct message"]},{"label":"Bans details","patterns":["no order details","share no","don.t share"]}],"hint":"Public replies protect the customer's private details. Say what to leave out, what to ask for and the exact sign-off.","rubricLabels":["Starts with exactly \"@mike_t\", apologizes once, and invites him to DM us","Shares no order number, amount, product or reason (no payment verification, old email or his fault)","Ends with exactly ^Sam and does not argue or blame him"]}