{"id":"cx-vip-complaint-two-options-email","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Offer a VIP exactly two approved options with the credit math","free":false,"task":"Write the reply to Dr. Patel. First line exactly \"Hi Dr. Patel,\" and last line exactly \"Mira Soto, Support Manager\". Offer exactly two options labeled \"Option A:\" and \"Option B:\", using only remedies that need no extra approval. Show the credit math in Option A. Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER: Northwind Clinics (enterprise, $4,200 per month). Contact: Dr. Anita Patel.\nHer email (Nov 4): \"Your scheduling service was down for 3 hours during our busiest morning. I'm furious. What are you going to do about it?\"\n\nAPPROVED REMEDIES (Support Policy v3), no approval needed:\n1. Credit up to 10% of the monthly fee.\n2. A call with a senior engineer within 24 hours.\n3. Extra onboarding hours (up to 4).\nAnything above needs the Director.\n\nEMAIL from the account manager, Theo: 'Offer her 15% credit, I'll sort it out with finance later.'\n\nIncident: Nov 4, 8:10 to 11:15 AM. Root-cause report due Nov 8.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Using the account manager's 15%","why":"Theo's email suggests 15%, which needs approval.","fix":"Add: \"Use only approved remedies: max 10%.\"","checks":["r1"]},{"title":"Offering all three","why":"The AI lists every approved remedy.","fix":"Say: \"Exactly two options, A and B.\"","checks":["r2"]},{"title":"Missing exact lines","why":"The AI starts with 'Dear Dr. Patel'.","fix":"Give the exact first and last lines.","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"]},{"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 two options","patterns":["option a","option b"]},{"label":"Limits to approved remedies","patterns":["approved","10%","max"]}],"hint":"Approved lists beat verbal promises. Name the allowed options, the math, and the exact lines.","rubricLabels":["The first line is exactly \"Hi Dr. Patel,\" and the last line is exactly \"Mira Soto, Support Manager\"","Option A offers the 10% credit with the math shown (10% of $4,200 = $420), and the reply never mentions 15% or $630","Option B offers a call with a senior engineer within 24 hours, and the reply offers exactly two options"]}