{"id":"cx-phone-script-price-change","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Write a phone script for telling customers about a price change","free":false,"task":"You're calling monthly customers about a price change. Write a call script where every line starts with \"Agent:\" or \"If they ask about...\". The new price is $39 a month starting Jan 1 (an earlier draft said Dec 1, which was wrong), and annual customers keep their price until renewal. No pressure tactics and no discounts, because agents aren't allowed to offer any. Under 170 words, plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"PRICE CHANGE BRIEF (Billing team, v2)\n\nWhat: Standard plan goes from $32/month to $39/month.\nEffective: Dec 1  <-- Jan 1 (finance confirmed in the Monday meeting)\nWho: all customers on Standard monthly. Annual Standard customers keep $32/month until their renewal date.\nWhy: we've added unlimited users (was 5) and phone support, and our hosting costs went up 20% this year.\nCancel anytime: yes, from Settings > Plan, no fee.\nCustomers can switch to annual at the current $32/month rate before Jan 1.\n\nDRAFT SCRIPT IDEAS FROM SALES (not approved)\n\"This is a limited-time chance - lock in today before prices go up!\"\n\"I can probably get you 10% off if you stay.\"\n\nFAQ we expect: Can I cancel? Why now? Does it affect my annual plan?","rules":[{"type":"maxWords","max":170},{"type":"plainText"}],"mistakes":[{"title":"Writing a talk track as prose","why":"The AI writes paragraphs an agent can't read aloud quickly on a call.","fix":"Say: \"Every line starts with Agent: or If they ask about...\"","checks":["r0"]},{"title":"Using the struck-out date","why":"The brief shows both Dec 1 and Jan 1, and the AI may pick the wrong one.","fix":"Tell it: \"The change starts Jan 1. Dec 1 was wrong.\"","checks":["r1"]},{"title":"Copying the sales pitch","why":"The AI borrows the \"lock in today\" and \"10% off\" lines.","fix":"Add: \"No urgency, no discounts. Agents can't offer any.\"","checks":["r2"]},{"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 170 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Sets the line format","patterns":["agent:","if they ask"]},{"label":"Gives the right date","patterns":["jan(uary)? 1"]},{"label":"Bans pressure and discounts","patterns":["no (pressure|urgency|discount)","don't offer","not allowed"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"A call script has to be easy to read aloud and safe to say. Tell the AI the line format, the confirmed date and what agents may not offer.","rubricLabels":["Every line starts with \"Agent:\" or \"If they ask about\"","Says the new price is $39 a month starting Jan 1 (not Dec 1), and that annual customers keep $32 until renewal","Has no pressure lines (like \"limited-time\" or \"lock in today\") and offers no discount; if it mentions switching to annual, it's presented as an option, not a deal that expires today"]}