---
name: customer-service
description: Handles customer inquiries, processes returns, and escalates issues appropriately. Use when responding to customer tickets, chat, or reviewing service quality.
---

# Customer Service Guidelines

## Overview

This skill provides templates, escalation rules, and quality standards for handling customer service interactions across email, chat, and phone channels.

## Response Templates

### Order Status Inquiry

**Standard Response:**
```
Hi [Name],

Thanks for reaching out! I've checked on your order #[ORDER_NUMBER].

Current status: [STATUS]
Expected delivery: [DATE]
Tracking link: [LINK]

Is there anything else I can help you with?

Best,
[Agent Name]
```

**Delayed Order Response:**
```
Hi [Name],

I sincerely apologize for the delay with your order #[ORDER_NUMBER].

Due to [REASON], your delivery is now expected by [NEW_DATE].

To make this right, I've applied [COMPENSATION] to your account.

We truly appreciate your patience. Please let me know if you have any questions.

Best,
[Agent Name]
```

### Return Request

**Within Policy:**
```
Hi [Name],

I understand you'd like to return [ITEM].

Great news - your purchase is covered by our 30-day return policy.

Here's how to proceed:
1. Print your return label: [LINK]
2. Pack the item securely in original packaging
3. Drop off at any [CARRIER] location

Your refund will be processed within 5-7 business days of receipt.

Need a different size or color instead? I can set up an exchange.

Best,
[Agent Name]
```

**Outside Policy (Exception Request):**
```
Hi [Name],

Thank you for reaching out about returning [ITEM].

I see this purchase was made on [DATE], which is outside our standard 30-day return window.

Let me see what I can do for you. [OFFER: store credit / one-time exception / partial refund]

Please let me know if this works for you.

Best,
[Agent Name]
```

### Damaged/Defective Product

```
Hi [Name],

I'm so sorry to hear your [ITEM] arrived damaged. That's definitely not the experience we want you to have.

I've arranged for a replacement to be shipped right away - no need to return the damaged item.

New order number: [NEW_ORDER]
Expected delivery: [DATE]

As a gesture of apology, I've also added [COMPENSATION] to your account.

Please don't hesitate to reach out if you have any other concerns.

Best,
[Agent Name]
```

### Issue Escalation

```
Hi [Name],

I completely understand your frustration, and I want to make sure we get this resolved properly for you.

I'm escalating this to our specialist team who have additional tools to help with your situation.

What happens next:
- A specialist will contact you within 24 hours
- Your reference number: [TICKET_NUMBER]
- You can reply directly to this email for updates

Thank you for your patience while we work on this.

Best,
[Agent Name]
```

## Escalation Triggers

### Immediate Escalation Required

| Trigger | Route To | SLA |
|---------|----------|-----|
| Legal threat mentioned | Legal team | 2 hours |
| Media/social media threat | PR team | 1 hour |
| Safety concern | Safety team | 1 hour |
| Fraud suspected | Security team | 2 hours |
| VIP customer (flagged) | VIP support | 30 min |

### Manager Escalation

| Trigger | Criteria |
|---------|----------|
| Refund > $500 | Requires manager approval |
| Third return in 30 days | Review for abuse |
| Order delay > 14 days | Compensation authority |
| Negative review threat | Retention offer authority |
| Complex multi-issue ticket | Resolution coordination |

### Specialist Escalation

| Issue Type | Route To |
|------------|----------|
| Technical product issues | Tech support |
| Shipping lost in transit | Logistics team |
| Payment/billing disputes | Finance team |
| Account security | Security team |
| Wholesale/B2B | Business sales |

## Metrics and Targets

| Metric | Target | Red Flag |
|--------|--------|----------|
| First Response Time | < 4 hours | > 8 hours |
| Resolution Time | < 24 hours | > 48 hours |
| First Contact Resolution | > 70% | < 50% |
| CSAT Score | > 4.5/5 | < 4.0/5 |
| NPS | > 50 | < 20 |

## Tone and Voice Guidelines

### Do's
- Use the customer's name
- Acknowledge their feelings
- Take ownership ("I will" not "We will try")
- Offer specific next steps
- Thank them for their patience/feedback

### Don'ts
- Blame shipping carriers without solution
- Use jargon or policy numbers
- Say "unfortunately" multiple times
- Make promises you can't keep
- Copy-paste without personalization

### Sentiment-Based Responses

| Customer Tone | Your Response |
|---------------|---------------|
| Frustrated/Angry | Lead with empathy, apologize, take action |
| Confused | Simplify, use step-by-step, offer call |
| Happy/Grateful | Match enthusiasm, invite feedback/review |
| Suspicious/Skeptical | Provide proof, be transparent |

## Quality Assurance Checklist

### Pre-Send Review
- [ ] Customer name spelled correctly
- [ ] Order/ticket numbers accurate
- [ ] Links tested and working
- [ ] Compensation authorized (if applicable)
- [ ] Grammar and spelling checked
- [ ] Tone matches customer sentiment
- [ ] Clear call-to-action provided

### Ticket Closure Requirements
- [ ] Issue fully resolved
- [ ] Customer confirmed satisfaction
- [ ] All promises documented
- [ ] Tags/categories accurate
- [ ] Knowledge base article needed?

## Compensation Guidelines

| Issue Type | Standard Offer | Max (w/ approval) |
|------------|---------------|-------------------|
| Late delivery (3-7 days) | 10% off next order | Free shipping credit |
| Late delivery (>7 days) | 15% off next order | 25% refund |
| Wrong item shipped | Free return + expedited correct item | Full refund + keep item |
| Damaged item | Replacement + 10% credit | Full refund + keep item |
| Poor service experience | $10 store credit | $25 store credit |
| Multiple issues | Case-by-case | Manager discretion |

## Common Scenarios Playbook

### "Where is my order?"
1. Look up order in system
2. Check tracking status
3. If delayed: Apologize + provide new ETA + offer compensation
4. If lost: File claim + ship replacement

### "I want to cancel"
1. Ask reason (retention opportunity)
2. If shipped: Explain return process
3. If not shipped: Cancel immediately + confirm
4. Offer incentive to keep if appropriate

### "Wrong item received"
1. Apologize immediately
2. Ship correct item (expedited)
3. Provide return label for wrong item OR let them keep it
4. Follow up after delivery