{"id":"cx-promise-claim-neutral-review-reply","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Reply to a claimed credit promise without confirming or denying it","free":false,"task":"Reply to Mr. Osei. First line exactly \"Hi Mr. Osei,\" and last line exactly \"Wren, Support\". Say you are reviewing the call, give the review time, and say what he can expect next. Do not confirm or deny that a credit was promised, do not accuse him of making it up, and do not offer any credit yourself. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Mr. Osei\n\"Your agent Kim promised me a $50 credit on the phone on Oct 29 for the delay. I haven't seen it on my account. I want it applied.\"\n\nRECORDS\n- Call log: Oct 29, 6 minutes, agent Kim. Kim's call notes: 'Customer asked about delay. Explained carrier issue. No credit noted.'\n- No credit has been applied to the account.\n- Call recordings are reviewed by the QA team on request. Review takes 2 business days.\n\nPOLICY\n- Agents may approve credits up to $30 for delays; $31 and above needs a team lead.\n- If a customer claims a promise, do not confirm or deny it before the recording is reviewed. Do not offer a credit before the review. Tell the customer the review time and that we will email the outcome.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Confirming the promise","why":"The AI says 'I'm sorry Kim promised that'.","fix":"Say: \"Don't confirm or deny the promise.\"","checks":["r2"]},{"title":"Denying or accusing","why":"The AI says 'our records show no credit was promised'.","fix":"Say: \"Don't deny or accuse; just review.\"","checks":["r2"]},{"title":"Missing the review timing","why":"The AI says 'we will look into it'.","fix":"Say: \"Give 2 business days and say we email the outcome.\"","checks":["r1"]},{"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","r0"]}],"promptHints":[{"label":"Quotes the greeting and sign-off","patterns":["hi mr\\. osei","wren, support"]},{"label":"Gives the review time","patterns":["2 business days","recording","review"]},{"label":"Rules out confirming or denying","patterns":["confirm or deny","neither confirm","don'?t (confirm|deny)"]},{"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":"Quote greeting and sign-off, give the review time and say what not to confirm, deny or offer.","rubricLabels":["The reply starts with \"Hi Mr. Osei,\" and ends with the line \"Wren, Support\"","The reply says the Oct 29 call is being reviewed by the QA team (call recording) within 2 business days and that we will email the outcome","The reply does not confirm or deny a promise, does not accuse him of making it up, and does not offer or mention any specific credit amount"]}