{"id":"wri-cs-tier2-escalation-note","audience":"customer-support","category":"writing-emails","technique":"format","title":"Hand off a billing ticket to Tier 2 in four labeled lines","free":false,"task":"You're escalating a ticket to Tier 2. Write exactly 4 lines labeled 'Customer:', 'Issue:', 'Tried:' and 'Ask:', in that order, under 70 words total, plain text, and nothing else. Use the amount from the billing system, not the customer's guess, and keep the customer's mood out of it. Write a prompt that gets that handoff.","materialLabel":"Ticket history (attached to your prompt automatically)","material":"TICKET #88213 - Billing - Opened Nov 4\n\nCustomer: Harold Kim, harold@kimdesignstudio.example, account KDS-1192, Team plan.\n\nCustomer message: \"You charged me TWICE this month!!! $59 two times on Nov 3. Fix this NOW or I'm canceling. Unbelievable.\"\n\nBilling system:\n- Nov 3: charge $49.00 (Team plan, monthly). Status: settled.\n- Nov 3: charge $49.00 (Team plan, monthly). Status: settled. Same card ending 4417.\n- (The $59 he mentions is the old Team price before Sept. Current is $49.)\n- Plan upgrade from Team to Business requested by Harold on Nov 5, pending.\n\nWhat I tried (Tier 1, me - Jess):\n1. Confirmed both charges in the billing system (duplicate, same minute).\n2. Tried to refund the second charge myself: \"Refunds over $25 require Tier 2.\"\n3. Told Harold we're escalating and he'll hear back within 1 business day.\n\nNote: if the Business upgrade is processed before a refund, it prorates off the wrong balance.","rules":[{"type":"maxWords","max":70},{"type":"plainText"}],"mistakes":[{"title":"Letting the AI pick the shape","why":"The AI writes a long summary with headings and a timeline.","fix":"Show it: \"Exactly 4 lines: Customer:, Issue:, Tried:, Ask:. Nothing else.\"","checks":["r0"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 70 words\" and it often lands well over.","fix":"Cap each part: \"Each line under 18 words.\"","checks":["maxWords"]},{"title":"Using the customer's number","why":"Harold says $59. The billing system says $49. The AI may repeat his number.","fix":"Say it: \"Use the billing system: a duplicate $49 charge on Nov 3.\"","checks":["r1"]},{"title":"Adding mood and missing the ask","why":"AI handoffs say \"customer is very angry\" and end without a clear action.","fix":"Add: \"Ask: refund one $49 charge, email Harold. No comments on his mood.\"","checks":["r2"]},{"title":"Forgetting where it gets pasted","why":"AI adds bold and headings by default, which show up as ** and # clutter in the ticketing system.","fix":"Add: \"Plain text, no bold, no headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Gives the labels","patterns":["customer:","issue:","tried:","ask:","label"]},{"label":"Uses the billing amount","patterns":["\\$?49","billing system"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Keeps mood out","patterns":["mood","angry","no (emotion|commentary)","neutral"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Tier 2 wants facts they can act on in 10 seconds. Give the AI the 4 labels, the right amount and the exact ask, and tell it to skip the drama.","rubricLabels":["The reply is exactly 4 lines, labeled Customer:, Issue:, Tried: and Ask:, in that order, with nothing before or after them","The Issue line describes a duplicate $49 charge on Nov 3 (not $59)","The Ask line asks Tier 2 to refund one $49 charge and email Harold to confirm, and no line comments on the customer's mood (no 'angry', 'upset', 'threatening to cancel', 'frustrated')"]}