{"id":"cx-complaint-letter-key-facts-main-ask","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Pull the key facts and the main ask from an angry letter","free":false,"task":"Extract four lines starting \"Order:\", \"Problem:\", \"Main ask:\" and \"Other asks:\". The main ask is the one request the customer says they want most; other asks are listed after it. Do not repeat insults or opinions. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"LETTER (received by post, typed into the ticket)\nTo whom it may concern,\nOn Oct 12 I paid $89 for order #5530, a set of two garden chairs, to be delivered by Oct 20. They arrived on Oct 30 with one chair leg cracked. I have never seen such an incompetent company and your driver was a clown who left them in the rain. I want you to fire that driver. I also expect a public apology on your website and a free month of everything you sell, hah.\n\nBut let me be clear about what I want MOST: a refund of the $89 for the whole set, because I don't want the chairs anymore. Everything else is secondary. You can collect them from my porch on any weekday.\n\nMr. T. Hargrove","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Picking the wrong main ask","why":"The AI picks 'fire the driver' because it comes first.","fix":"Say: \"The main ask is the one the customer says they want most.\"","checks":["r2"]},{"title":"Repeating insults","why":"The AI quotes 'clown' or 'incompetent'.","fix":"Say: \"Don't repeat insults or opinions.\"","checks":["r2"]},{"title":"Missing facts","why":"The AI omits the dates or amount.","fix":"Say: \"Order line includes number, amount and both dates.\"","checks":["r1","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":"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":"Names the four labels","patterns":["order:","problem:","main ask:","other asks"]},{"label":"Defines the main ask","patterns":["want (it )?most","wants most","one request"]},{"label":"Bans insults","patterns":["insult","don'?t repeat","opinion"]},{"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+"]}],"hint":"Name the four lines, define the main ask and say what to leave out.","rubricLabels":["The output has four lines starting Order:, Problem:, Main ask: and Other asks:","Order gives #5530 with $89 and the late arrival Oct 30 versus Oct 20, and Problem mentions the cracked leg","Main ask is a full refund of $89 with pickup from the porch on a weekday; Other asks lists the public apology, firing the driver and the free month; no insults like incompetent or clown appear"]}