{"id":"cx-rewrite-cant-statements-positive","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Rewrite four 'we can't' lines to say what you can do","free":false,"task":"Rewrite the four sentences as exactly 4 numbered lines, in the same order, each starting with \"We can\" or \"You can\". Each rewrite keeps every number and fact from the original but says what the team can do instead. Do not use \"can't\", \"cannot\", \"won't\", \"unable\" or \"unfortunately\". Plain text, each line one sentence, under 80 words in total. End with the line \"Tone check done\" on its own.","materialLabel":"Your material (attached to your prompt automatically)","material":"AGENT DRAFTS (internal, to be softened)\n1. We can't refund orders after 30 days.\n2. We won't be able to ship to a PO box, only street addresses.\n3. Unfortunately our phone line is closed on Sundays, so you cannot reach us then.\n4. We are unable to change your delivery date, but you can reschedule up to 2 days before it arrives.\n\nCONTEXT\n- After 30 days the team can offer store credit up to 60 days.\n- Phone hours are Monday to Saturday, 8 a.m. to 6 p.m.\n- Chat and email are open every day.","rules":[{"type":"numberedItems","count":4},{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Leaving a negative word in","why":"The AI keeps 'cannot' or 'unable' in one line.","fix":"Say: \"Never use can't, cannot, won't, unable or unfortunately.\"","checks":["r0"]},{"title":"Dropping a fact","why":"The AI softens by removing the number.","fix":"Say: \"Keep every number and fact.\"","checks":["r1","r2"]},{"title":"Inventing new offers","why":"The AI promises things not in the context.","fix":"Say: \"Use only options from the context.\"","checks":["r1","r2"]},{"title":"Getting markdown back","why":"AI bolds the key phrase.","fix":"Say \"plain text, no bold\".","checks":["plainText","numberedItems"]},{"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":"Lists the banned words","patterns":["can'?t","unable","unfortunately","banned","never use"]},{"label":"Says to keep numbers","patterns":["keep (every|all|the) (number|fact)","same (number|fact)"]},{"label":"Says exactly four numbered lines","patterns":["exactly 4","four numbered"]},{"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":"List the words that are off limits and say what must be kept.","rubricLabels":["There are 4 numbered lines in the original order, each starting with \"We can\" or \"You can\", and none contains can't, cannot, won't, unable or unfortunately","Line 1 keeps the 30 days and offers store credit up to 60 days; line 2 keeps street addresses only","The last line is exactly \"Tone check done\". Line 3 gives Monday to Saturday phone hours or offers chat and email on Sundays; line 4 keeps the 2 days before arrival for rescheduling"]}