{"id":"cx-csat-detractor-rewrite-warm","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Rewrite a cold canned reply in a warmer voice","free":false,"task":"Rewrite the draft below as a reply to Dana, who gave a 2-star rating. Keep it to 2 sentences in plain text, with no exclamation marks. The first word is \"Dana,\" and the last line is exactly \"Nadine, Customer Care\" (on its own line). Use \"I\" instead of \"we\", include the exact phrase \"I should have told you\", the number 26 days and the $15 credit, and do not use the words \"inconvenience\" or \"valued\".","materialLabel":"Your material (attached to your prompt automatically)","material":"CSAT SURVEY\nCustomer: Dana Whitfield | Rating: 2 of 5 | Order: Harlow lounge chair, ordered Oct 3, arrived Oct 29 (promised Oct 12)\nComment: \"Chair is lovely but it took 26 days. Nobody told me it was late. I had to chase you twice.\"\n\nDRAFT REPLY (from template):\nDear Valued Customer, We apologize for any inconvenience this may have caused. Your feedback is valued and has been noted. Our team strives to provide the best service possible. Please contact us if you need further assistance.\n\nAgent notes: We did not send any delay notice. Dana chased on Oct 15 and Oct 22. Offer: a $15 account credit is approved for her.","rules":[{"type":"plainText"},{"type":"maxSentences","max":2}],"mistakes":[{"title":"Keeping the template","why":"The AI polishes the draft but keeps its stock phrases.","fix":"Say: \"Ban the words inconvenience and valued. Start fresh.\"","checks":["r2"]},{"title":"Apologizing vaguely","why":"The AI says sorry for 'any issues' instead of the real misses.","fix":"Say: \"Use the exact phrase I should have told you and mention she chased twice.\"","checks":["r1"]},{"title":"Forgetting the exact lines","why":"The AI writes 'Dear Customer' and signs with a team name.","fix":"Say: \"Start with Dana, and end with the exact line Nadine, Customer Care.\"","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default.","fix":"Say \"plain text, no bold\".","checks":["plainText"]},{"title":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Say \"exactly 2 sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Sets the voice","patterns":["i ","first person","warm","personal"]},{"label":"Gives the facts to include","patterns":["credit","chased","no notice"]}],"hint":"A rewrite needs the voice and the facts. Tell the AI whose voice, which words are banned, and what real failures to own.","rubricLabels":["Starts with the word \"Dana,\" and the last line is exactly \"Nadine, Customer Care\", and the reply mentions the chair","Contains the exact phrase \"I should have told you\" and mentions that she had to chase twice","Mentions 26 days and the $15 account credit, contains no exclamation marks, and contains neither the word inconvenience nor the word valued"]}