{"id":"cx-executive-complaint-reply-system-dates","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"advanced","title":"Reply to an executive complaint using system dates without accusing","free":false,"task":"Write the reply from the Director of Support to Mr. Albrecht. First line exactly \"Dear Mr. Albrecht,\" and last line exactly \"Mina Castillo, Director of Support\". Use the dates in our records without saying he is wrong. Own the real delay on our side, give the carrier ETA, and show the credit math. Plain text, under 130 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"FORWARDED EMAIL from Karl Albrecht, CEO of Albrecht Tools, to our CEO (Nov 6): \"I ordered on Oct 1 and it is Nov 6. Nothing has arrived. This is incompetent. I expect an answer today.\"\n\nOUR RECORDS (order #77120, $400 of tools)\n- Oct 8: order placed online. Payment attempt failed (card declined by his bank).\n- Oct 8: our system schedules an automatic retry. Retry ran Oct 15 (7 days later; it should run within 24 hours; our error).\n- Oct 15: payment succeeded. Oct 20: shipped via carrier. Carrier delay; new estimated delivery: Monday Nov 9.\n- No order record exists for Oct 1.\n\nAPPROVED REMEDIES (Support Director, no extra approval): refund shipping ($14), plus a credit of 10% of the order value.\nDo not: blame the bank, say the customer is mistaken, or promise earlier delivery.\nPriya (CSM) suggests: 'Offer him 25% off his next order too.' (Not approved.)","rules":[{"type":"plainText"},{"type":"maxWords","max":130}],"mistakes":[{"title":"Contradicting him","why":"The AI says there is no record of Oct 1 or that he is wrong.","fix":"Say: \"State our records neutrally; never say he is mistaken.\"","checks":["r1"]},{"title":"Offering unapproved remedies","why":"Priya's idea of 25% off tempts the AI.","fix":"Say: \"Approved remedies only: $14 plus 10% of $400.\"","checks":["r2"]},{"title":"Missing the ownership or the math","why":"The AI apologizes generally.","fix":"Say: \"Own the 7-day late retry. Show $14 + $40 = $54.\"","checks":["r1"]},{"title":"Wrong open and close","why":"The AI starts 'Hi Karl'.","fix":"Give both lines exactly.","checks":["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","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":"Sets exact lines","patterns":["dear mr. albrecht","mina castillo"]},{"label":"Shows the credit math","patterns":["\\$14","10%","\\$54"]}],"hint":"Executive replies should be calm, factual and specific. Give the lines, the records to use, the approved remedies and what not to say.","rubricLabels":["The first line is exactly \"Dear Mr. Albrecht,\" and the last line is exactly \"Mina Castillo, Director of Support\"","Uses our records neutrally (order placed Oct 8, payment cleared Oct 15) and owns that the payment retry ran a week late on our side, without saying he is mistaken about Oct 1 or blaming his bank","Gives the estimated delivery of Monday Nov 9 and shows the credit math: $14 shipping refund plus 10% of $400 = $40, total $54, with no 25% offer"]}