{"id":"cx-csat-low-scores-action-memo","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Write a three-heading memo on low CSAT scores","free":false,"task":"Write a short memo for the support director, Omar, with exactly three headings in this order: What happened, Fix this week, Watch. What happened gives the count as \"N of 8\". Fix this week has exactly two actions, each with an owner and a day. Watch is one line. Plain text, under 120 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"LOW CSAT COMMENTS (score 1-2), week of Oct 27, 8 total\n1. 'Waited 25 minutes on chat.'\n2. 'Chat took forever, 30 minutes.'\n3. 'Agent was nice but I waited 40 minutes.'\n4. 'Price is too high for what you get.'\n5. 'Waited almost an hour in the chat queue.'\n6. 'The answer was wrong. I was told to reset my account when I needed a refund.'\n7. 'Sat in the chat queue 25 minutes, then it disconnected.'\n8. 'Agent did not know the refund policy.'\n\nSTAFFING: Chat peaks Monday 9-11 AM. Forecast says 4 agents needed; 2 were scheduled.\nPROPOSED FIXES: Tess (workforce lead) can move 2 phone agents to chat on Mondays 9-11 AM, starting Nov 10. Omar's team lead, Priya, can run a 30-minute refund-policy refresher on Friday Nov 7.\nPrice complaints go to Product, not Support.","rules":[{"type":"plainText"},{"type":"maxWords","max":120}],"mistakes":[{"title":"Counting wrong","why":"The AI says most comments were about 'long waits' without a count.","fix":"Say: \"Give the count as N of 8.\"","checks":["r0"]},{"title":"Fixing the price comment","why":"The AI tries to fix a pricing problem inside support.","fix":"Say: \"Price goes under Watch, not Fix.\"","checks":["r2"]},{"title":"Actions without owners","why":"The AI lists generic improvements.","fix":"Say: \"Each action names an owner and a day.\"","checks":["r1"]},{"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":"Names the headings","patterns":["what happened","fix this week","watch"]},{"label":"Asks for owners and days","patterns":["owner","day"]}],"hint":"A memo needs fixed headings, a count, and owners with dates. Tell the AI where the off-topic comment belongs.","rubricLabels":["The headings are exactly What happened, Fix this week and Watch, in that order, and What happened says 5 of 8 comments were about chat wait times","Fix this week has exactly two actions: Tess moving 2 phone agents to chat on Mondays 9-11 AM from Nov 10, and Priya running the refund refresher on Friday Nov 7","The price complaint is not listed as a fix, and Watch is one line about the price comment (1 of 8) or the 2 of 8 refund-knowledge comments"]}