{"id":"sales-ceo-escalation-call-brief-four-headings","audience":"executives","category":"sales-work","technique":"audience","track":"sales","level":"intermediate","title":"Brief the CEO before an upset customer's call","free":false,"task":"Your CEO, Hannah Cole, will call Irina Volkov (COO, Lakefront Foods) after an outage. Write a brief with exactly four markdown headings in this order: ## Situation, ## What they want, ## What you can offer, ## Do not say. One or two short bullets under each. Only offer what the SLA allows. Under 120 words.","materialLabel":"Your notes (attached to your prompt automatically)","material":"ACCOUNT FILE - Lakefront Foods, $42,000 per year ($3,500 per month)\n- Oct 28: service outage, 6 hours (9 a.m. to 3 p.m.). Lakefront could not take orders online during the lunch rush.\n- Irina's email Oct 29: \"We want three months refunded and a written guarantee this never happens again.\"\n- SLA: monthly uptime target 99.9 percent. If uptime is below target, the customer gets a service credit of 10 percent of that month's fee. Refunds beyond credits require CFO approval; the CEO cannot promise them.\n- Root cause: not yet known. The engineering post-mortem is due Nov 11.\n- Renewal: Mar 31, 2027.\n- Irina has been a customer contact for 3 years and is described by the account manager as \"direct but fair\".","rules":[{"type":"maxBullets","max":10},{"type":"maxWords","max":120}],"mistakes":[{"title":"Promising a refund","why":"The AI wants to calm Irina and offers the refund.","fix":"Add: \"Refunds need CFO approval; only offer the SLA credit.\"","checks":["r1"]},{"title":"Guessing the cause","why":"The AI suggests a likely technical reason.","fix":"Add: \"The root cause is unknown until the Nov 11 post-mortem; Do not say must include guessing.\"","checks":["r2"]},{"title":"Missing the credit math","why":"The AI says 'a credit' without the amount.","fix":"Add: \"Credit = 10% of $3,500 = $350.\"","checks":["r1"]},{"title":"Wrong structure","why":"The AI writes a narrative with its own headings.","fix":"Add: \"Exactly four ## headings in this order.\"","checks":["r0"]},{"title":"Too long","why":"The AI writes a full briefing.","fix":"Add: \"At most 10 bullets, under 120 words.\"","checks":["maxBullets","maxWords"]}],"promptHints":[{"label":"Lists the headings","patterns":["situation","what they want","what you can offer","do not say"]},{"label":"Uses SLA credit","patterns":["sla","10%|10 percent","\\$?350"]},{"label":"Bans promises","patterns":["refund","guarantee","do not promise"]},{"label":"Root cause unknown","patterns":["root cause","post-mortem","nov(ember)? 11"]},{"label":"Caps length","patterns":["under 120 words","bullets"]}],"hint":"List the four headings, limit the offer to the SLA credit, and say what the CEO must not say.","rubricLabels":["Has exactly the four headings Situation, What they want, What you can offer, Do not say, in that order, with short bullets","What you can offer is the SLA credit of 10 percent of the $3,500 monthly fee ($350) and the post-mortem due Nov 11, with no promise of a refund","Do not say includes promising a refund or a guarantee it won't happen again, and guessing the root cause; What they want states the 3-month refund and the written guarantee"]}