Handles customer inquiries, processes returns, and escalates issues appropriately. Use when responding to customer tickets, chat, or reviewing service quality.
This skill provides templates, escalation rules, and quality standards for handling customer service interactions across email, chat, and phone channels.
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]
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]
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]
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]
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |