{"id":"cx-dismissive-phrases-fix-table","audience":"managers","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Find the dismissive phrases in a reply and rewrite them","free":false,"task":"Find the three phrases in the reply that blame or dismiss the customer and output a table with the header \"Phrase | Why | Rewrite\" and three rows. Quote each phrase exactly as written. Each Why is under 8 words and each Rewrite under 12 words. Leave neutral phrases alone. Plain text, under 100 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"AGENT REPLY (to Ines, who says her router never arrived)\n\"Hi Ines. I've checked your order and the carrier shows it delivered on Nov 3. As I already said, the parcel is marked delivered. You should have checked with your neighbors. Per our policy, claims must be filed within 14 days. Calm down. I can look into it once you fill out the claim form.\"\n\nMANAGER NOTES\nCoach on tone, not facts. The facts in the reply are correct: delivered Nov 3, claim form needed, 14-day window. Neutral phrases like 'I've checked your order', 'Per our policy' and 'I can look into it once you fill out the claim form' are fine. Ines has been a customer for four years and wrote twice this week about the same parcel.","rules":[{"type":"plainText"},{"type":"maxWords","max":100}],"mistakes":[{"title":"Flagging neutral phrases","why":"The AI marks 'Per our policy' as cold.","fix":"Say: \"Leave neutral phrases alone.\"","checks":["r2"]},{"title":"Changing the facts","why":"The AI rewrites the policy away.","fix":"Say: \"Keep the facts; fix only the tone.\"","checks":["r2"]},{"title":"Paraphrasing the quotes","why":"The AI doesn't quote exactly.","fix":"Say: \"Quote each phrase exactly as written.\"","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":"Gives the table header","patterns":["phrase \\| why \\| rewrite"]},{"label":"Says exact quotes","patterns":["exactly as written","quote"]},{"label":"Says to leave neutral phrases","patterns":["neutral","leave"]},{"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":"Give the header, say exactly three rows with exact quotes, and say which phrases to leave alone.","rubricLabels":["The first row is \"Phrase | Why | Rewrite\" and there are exactly three rows","The quoted phrases are \"As I already said\", \"You should have checked with your neighbors\" and \"Calm down\" (quoted exactly as written, without extra words)","No row quotes \"I've checked your order\", \"Per our policy\" or \"I can look into it\", and no rewrite blames or dismisses her"]}