{"id":"cx-lost-package-reply-no-blame","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Reply to an angry customer about a lost package","free":false,"task":"Reply to Nadia in plain text, at most 80 words. Open by naming her desk mat order and what she has been through. Do not blame the carrier or the warehouse. Offer two choices, reship or refund, and make your last line exactly \"Which would you like?\"","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #6120\nFrom: Nadia Perez\n\"This is ridiculous. My Stonefield desk mat was supposed to be here Nov 1. Tracking says 'delivered' but nothing is at my door and my neighbors haven't seen it. I took a day off work to wait for this. Fix it NOW.\"\n\nOrder: #6120, Stonefield desk mat, $42, shipped Oct 29 via the Haverline carrier.\nTracking: Delivered Nov 1, 2:14 PM, left at front door, no signature.\nPolicy: a package marked delivered but not found after 48 hours qualifies for a free reship or a full refund. The customer chooses. Reship takes 3-5 days.\nInternal chat: 'Haverline has lost 3 of our packages this month, honestly they're a mess.'","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Passing on the internal gossip","why":"The chat note blames the carrier and the AI echoes it to Nadia.","fix":"Add: \"Do not blame the carrier or warehouse.\"","checks":["r2"]},{"title":"Offering only one fix","why":"The AI picks reship or refund and decides for her.","fix":"Say: \"Offer both choices, free reship or full refund, her choice.\"","checks":["r1"]},{"title":"Starting with a stock apology","why":"The AI opens with 'I'm sorry for the inconvenience' and never mentions her day off.","fix":"Say: \"Open with her desk mat and the day she took off.\"","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"]},{"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 choices","patterns":["reship","refund","two (choices|options)"]},{"label":"Sets the last line","patterns":["last line","end with","exactly"]}],"hint":"Angry customers want to be heard first and given a choice second. Tell the AI what to open with, what to offer and what to leave out.","rubricLabels":["The first sentence mentions the Stonefield desk mat (or her order) and acknowledges she took a day off work waiting","Offers both a free reship and a full refund, and says reship takes 3 to 5 days","Does not criticize or name the carrier or the warehouse, and the last line is exactly \"Which would you like?\""]}