{"id":"cx-phone-script-double-charge","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Write a calm phone script for a double-charge call","free":false,"task":"Write a phone talk track for the call to Gerald, with exactly three labeled lines: Open:, Fix:, Close:. It is spoken, so use short sentences and no lists. Under 90 words, plain text, and never say \"unfortunately\" or \"calm down\".","materialLabel":"Your material (attached to your prompt automatically)","material":"CALL PREP, ticket #9012\nCustomer: Gerald Whitaker, owns a small print shop (Whitaker Press). He was charged $120 twice on Nov 3 for his monthly plan.\nHe emailed 3 times and is frustrated. He asked for a call, not another email.\n\nWhat we did: the duplicate $120 charge is refunded already (issued Nov 5). His bank usually shows it in 3 to 5 business days. We also added a note on his account to block repeat charges for 90 days.\nNot done: we do not know the cause yet. Engineering is looking, and we will email by Nov 12.\n\nAvoid: previous agents said 'unfortunately' a lot and he complained about it.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Writing an email, not speech","why":"The AI writes long formal sentences and bullet lists.","fix":"Say: \"Spoken talk track, short sentences, no lists.\"","checks":["r0"]},{"title":"Guessing the cause","why":"The AI invents a reason, such as a system glitch.","fix":"Add: \"Say the cause is still being checked. Do not guess.\"","checks":["r1"]},{"title":"Banned phrases and missing deadline","why":"The AI says unfortunately and forgets the Nov 12 follow-up.","fix":"Add: \"Never say unfortunately. End with the Nov 12 email promise.\"","checks":["r2"]},{"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 three labels","patterns":["open:","fix:","close:"]},{"label":"Says it is spoken","patterns":["spoken","talk track","say aloud","phone"]}],"hint":"A phone script is spoken. Fix the three beats, name the facts to include, and ban the words that annoy him.","rubricLabels":["The output has exactly three lines labeled Open:, Fix:, Close: in that order, and Open mentions the double charge of $120","Fix says the $120 refund was issued on Nov 5 and will show in 3 to 5 business days, and says the cause is still being investigated without guessing one","Close promises an email by Nov 12, and nowhere does the script say unfortunately or calm down"]}