{"id":"cx-vip-handoff-verified-vs-unverified","audience":"customer-success","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Hand over a VIP account separating confirmed promises from rumors","free":false,"task":"Write a handoff note for the incoming account manager with exactly four lines starting \"Confirmed:\", \"Unconfirmed:\", \"Open:\" and \"Preferences:\". Put only items with written proof under Confirmed, put anything verbal or unverified under Unconfirmed, and do not state the churn rumor as fact. Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"OUTGOING AM NOTES - Dana (leaving the account Nov 6) - Brightwater Foods\n1. $2,000 credit approved by the VP on Oct 12. Approval email is saved in the account folder.\n2. I told their COO verbally that we'd build a custom report by Dec 1. Nothing is logged, and product hasn't agreed to it.\n3. Their main contact, Hana Lim, hates phone calls. Email only, and she replies within a day.\n4. Someone in Slack said they 'might leave in Q1'. I haven't heard that from the customer.\n5. Renewal date: Jan 31.\n6. Open ticket #6601 (invoice export error) is waiting on engineering; last update Nov 2.\n7. The credit has not yet been applied to an invoice.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Treating the verbal promise as agreed","why":"The AI lists the Dec 1 report as a commitment.","fix":"Say: \"Anything verbal or unlogged goes under Unconfirmed.\"","checks":["r1"]},{"title":"Stating the rumor as fact","why":"The AI writes 'they plan to leave in Q1'.","fix":"Say: \"Present the churn remark as an unverified rumor.\"","checks":["r1"]},{"title":"Dropping a detail","why":"The AI forgets the credit is not applied yet.","fix":"Say: \"Include whether the credit has been applied.\"","checks":["r1"]},{"title":"Wrong structure","why":"The AI writes a narrative.","fix":"Name the four labels.","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","r2"]}],"promptHints":[{"label":"Names the four labels","patterns":["confirmed:","unconfirmed:","open:","preferences:"]},{"label":"Defines confirmed as proof in writing","patterns":["written proof","in writing","saved"]},{"label":"Warns about the rumor","patterns":["rumor","not (as )?fact","unverified"]},{"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":"Name the four lines, define what counts as confirmed and say how to treat the rumor.","rubricLabels":["The output has four lines starting Confirmed:, Unconfirmed:, Open: and Preferences:","Confirmed includes the $2,000 credit approved Oct 12 and notes it has not yet been applied; Unconfirmed includes the verbal Dec 1 custom report promise and the churn remark (as a rumor, not a fact)","Open includes ticket #6601 and the Jan 31 renewal; Preferences says email only for Hana Lim"]}