{"id":"cx-public-review-reply-restaurant","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Reply publicly to a one-star review without arguing","free":false,"task":"You own Casa Fiore, a restaurant. Write the public reply to this review in at most 60 words, plain text. Do not blame the guest or mention the no-show. Offer no discount or free meal. Invite them to email hello@casafiore.example, and end with the exact line \"Maria, Owner, Casa Fiore\".","materialLabel":"Your material (attached to your prompt automatically)","material":"1-STAR REVIEW (posted Nov 2) by 'Jordan T.'\n\"Booked a table for 6 on Saturday and was told they had no record of us. Waited 40 minutes then left hungry. Rude host. Avoid!\"\n\nOur records:\n- Reservation for 6 under 'Jordan Thorne' was booked for Saturday Oct 31 at 7:30 PM through the website.\n- The booking was marked no-show at 8:15 PM; our host log says the party arrived at 8:40 PM and the kitchen was full.\n- The host, Dario, says he offered a 9:45 PM table and the party declined.\n\nOwner thought: 'Maybe a free dessert next time would fix it.'","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Defending with the records","why":"The AI proves the guest wrong with the late arrival, which looks bad in public.","fix":"Say: \"Do not mention the no-show or the late arrival.\"","checks":["r1"]},{"title":"Offering a freebie","why":"The owner's thought tempts the AI to offer dessert.","fix":"Add: \"Offer no discount or free item.\"","checks":["r1"]},{"title":"Missing the contact and sign-off","why":"The AI ends with 'Hope to see you again!'","fix":"Give the email and the exact last line.","checks":["r2"]},{"title":"Opening with a template","why":"The AI starts with 'Thank you for your feedback'.","fix":"Say: \"First sentence acknowledges the long wait.\"","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":"Names the email and sign-off","patterns":["hello@casafiore","maria","last line"]},{"label":"Says what to leave out","patterns":["do not blame","no discount","don.t mention"]}],"hint":"Public replies have a different audience than the guest. Say what to avoid, what contact to give, and the exact sign-off.","rubricLabels":["Acknowledges the guest's frustration about the long wait in the first sentence","Does not blame the guest or mention the late arrival, the no-show, or the declined 9:45 PM table, and does not offer a discount, free dessert or free meal","Invites the guest to email hello@casafiore.example and the last line is exactly \"Maria, Owner, Casa Fiore\""]}