{"id":"cx-cafe-review-reply-calm-voice","audience":"small-business","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Rewrite a defensive reply to a 1-star review in a calm voice","free":false,"task":"You own a café and drafted an angry reply to a 1-star review. Rewrite it in a calm, warm voice. Don't argue about what happened in public, invite her to email hello@lindencafe.example, and offer nothing free in the public reply, since that invites more complaint reviews. Under 70 words, plain text, signed \"Marta, owner\".","materialLabel":"Your material (attached to your prompt automatically)","material":"THE REVIEW (1 star, posted yesterday)\n\"Waited 25 minutes for a latte on Saturday and the barista rolled her eyes when I asked. Overpriced and rude. Won't be back.\" - Kelsey R.\n\nMY DRAFT REPLY\nKelsey, with respect, you came in at 10:30 on a Saturday, our busiest time, and there were 14 people in line ahead of you. Our barista Jess has worked here 4 years and has never had a complaint. 25 minutes is an exaggeration, our system shows 12. I think you were having a bad day. Come back and I'll give you a free coffee to prove we're not rude. - Marta\n\nCONTEXT\n- Saturday we were short one barista (someone called in sick).\n- Our order system shows Kelsey's ticket took 12 minutes.","rules":[{"type":"maxWords","max":70},{"type":"plainText"}],"mistakes":[{"title":"Keeping the arguments","why":"The AI softens the words but keeps the wait-time numbers and the excuses.","fix":"Say: \"Don't dispute what happened. No numbers or excuses.\"","checks":["r0"]},{"title":"No way to follow up","why":"The AI ends with \"hope to see you again\" and nothing she can act on.","fix":"Add: \"Invite her to email hello@lindencafe.example.\"","checks":["r1"]},{"title":"Keeping the free coffee","why":"The AI sees a free coffee as a nice gesture and leaves it in.","fix":"Say: \"Offer nothing free in public. Sign it Marta, owner.\"","checks":["r2"]},{"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 70 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Sets the voice","patterns":["calm","warm","friendly","not defensive"]},{"label":"Bans arguing","patterns":["don't argue","no excuses","don't dispute","not argue"]},{"label":"Gives the email","patterns":["hello@"]},{"label":"Bans freebies","patterns":["nothing free","no free","no discount"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]}],"hint":"In a public reply, other customers are watching how you react. Tell the AI the voice, what not to argue about and how to move the conversation private.","rubricLabels":["Does not argue with Kelsey or dispute her account in public (no 12-minute wait time, no \"busiest time\" excuse, no comment on her mood or Jess's record)","Invites her to email hello@lindencafe.example","Offers nothing free or discounted, and ends with the sign-off \"Marta, owner\""]}