ai-for-customer-service-pack

Plugin ai-for-customer-service-pack from marketplace 90n-skills in polar-bear-org/claude-skills. Commands read from the repo's manifest — 17 days ago.

Skills (32)

• cs-abusive-customer-policy

  Writes an abusive contact policy with warning, final warning and end-contact steps, a script for each step by channel, a supervisor backup rule with a time limit and an incident log. Use for "run cs-abusive-customer-policy", "abusive customer policy", "customer is swearing at me", "can I hang up on

• cs-ai-use-policy

  Writes a support team AI use policy, producing a list of useful AI tasks with their risks, customer-data and send rules, disclosure wording and a review log. Use for "run cs-ai-use-policy", "AI use policy for support", "what can my team use AI for", "rules for AI drafted replies", "can agents paste

• cs-backlog-recovery-plan

  Builds a backlog recovery plan for a support queue, with triage by age and risk, a bulk-reply and merge plan, a pause list and a daily burn-down. Use for "run cs-backlog-recovery-plan", "our ticket backlog keeps growing", "how to reduce ticket backlog", "clear the support queue", "backlog burn-down"

• cs-bug-report

  Turns a customer ticket into a bug report engineering can act on, with steps to reproduce, expected and actual result, impact and customers affected, urgency, a workaround and what the customer was told. Use for "run cs-bug-report", "bug report template", "write a bug report from this ticket", "esca

• cs-canned-responses

  Builds a saved replies library from the answers your team types most, with personal slots, naming rules, an owner and review date for each reply, and a retire list. Use for "run cs-canned-responses", "write our saved replies", "build a macro library", "canned responses for support", "we keep typing

• cs-chatbot-handoff-rules

  Writes the rules for when a support bot hands a customer to a person, producing a bot scope table, handoff triggers with a context packet and a loop test script. Use for "run cs-chatbot-handoff-rules", "bot handoff rules", "chatbot escalation to a human", "our bot loops customers", "customers cannot

• cs-complaint-handling-procedure

  Writes a complaint handling procedure with receive, acknowledge, investigate, answer, close and learn steps, acknowledgement and outcome letters and a complaint log. Use for "run cs-complaint-handling-procedure", "complaint handling procedure", "how to handle customer complaints", "complaints proces

• cs-csat-survey

  Designs a short post-ticket CSAT survey and sorts every comment by cause, producing the survey, a cause-coded comment sheet and a monthly summary that names causes, not agents. Use for "run cs-csat-survey", "CSAT survey", "customer satisfaction survey questions", "short customer satisfaction survey"

• cs-customer-effort-score

  Produces a customer effort report with the effort question and where to ask it, the effort drivers counted from tickets and comments (repeat contacts, transfers, channel switching), and a fix list with owners. Use for "run cs-customer-effort-score", "customer effort score", "CES survey", "too many t

• cs-customer-journey-map

  Builds a customer journey map from real tickets, with phases, actions, thoughts and feelings, the contact points where customers get confused and write in, and rewrites of the messages that cause it. Use for "run cs-customer-journey-map", "customer journey map", "why do customers keep contacting us"

• cs-customer-service-policy

  Writes a customer service policy with one page per topic (hours, channels, response promises, tone, refunds pointer, privacy basics), a change log and a "what we never say" list. Use for "run cs-customer-service-policy", "write our customer service policy", "support standards", "every agent gives a

• cs-de-escalation-playbook

  Builds a de-escalation playbook with phone and chat steps, phrases to use and avoid, the "I want your manager" path and a handoff note so the customer does not repeat themselves. Use for "run cs-de-escalation-playbook", "how to handle angry customers", "how to deal with difficult customers", "what t

• cs-erlang-c-staffing

  Builds an Erlang C staffing plan for a support team, with a volume forecast by interval, agents needed at a target service level, occupancy and shrinkage, workload maths for email and chat, and a one-page case for more hands. Use for "run cs-erlang-c-staffing", "how many agents do we need", "Erlang

• cs-escalation-matrix

  Builds an escalation matrix for a support desk, with support tiers and their entry criteria, an impact and urgency priority grid, triggers, target times and the information each route needs before a ticket moves. Use for "run cs-escalation-matrix", "escalation matrix", "escalation path for support",

• cs-five-whys

  Finds the few contact reasons that drive most of your volume and asks why until each reaches a fixable process, producing a Pareto table of drivers, a 5 Whys chain per driver and a list of asks for product with owners and dates. Use for "run cs-five-whys", "5 whys", "root cause analysis for tickets"

• cs-incident-communication

  Writes an incident communication plan for an outage, with a first notice, an update cadence that always gives the next-update time, no-ETA wording, an all-clear, a blameless closing note and an agent brief. Use for "run cs-incident-communication", "incident communication plan", "outage update to cus

• cs-knowledge-base-article

  Turns a solved ticket into a knowledge base article (issue in the customer's words, environment, resolution, cause), with an article state, a gap list from failed searches and a review cadence. Use for "run cs-knowledge-base-article", "write a help article from this ticket", "knowledge base article"

• cs-nps-survey

  Plans a relationship NPS survey with its follow-up question and turns the results into causes support can and cannot move, producing the survey plan, a close-the-loop rule where a person contacts detractors, and a cause table. Use for "run cs-nps-survey", "NPS survey", "net promoter score", "what do

• cs-qa-scorecard

  Builds a Reply QA Scorecard with a reply rubric (accuracy, policy, clarity, tone, next step), a sample plan, a calibration session and same-day coaching notes about replies. Use for "run cs-qa-scorecard", "QA scorecard for support", "quality review of tickets", "reply quality rubric", "calibration s

• cs-raci-matrix

  Builds a Support RACI Matrix showing who owns what across support, success, sales, product and engineering, flags gaps and double owners, and sets a rule for new asks. Use for "run cs-raci-matrix", "support is the dumping ground", "who owns this task", "RACI for customer service", "responsibility ma

• cs-refund-exception-policy

  Writes a refund and exception policy with public refund wording, a decision-rights table of who approves what up to what value, a precedent log, a never-do list and kind ways to say no. Use for "run cs-refund-exception-policy", "refund policy", "who can approve a refund", "customer wants an exceptio

• cs-release-readiness-brief

  Prepares a release readiness brief for support before a product change ships, with a change table, the questions customers will ask, day-one saved replies and article updates, launch contacts and a go or hold check. Use for "run cs-release-readiness-brief", "release readiness", "support launch brief

• cs-role-play-scenarios

  Builds a Role Play Scenario Bank by contact type, then plays the customer so agents can rehearse, with debrief questions and a practice log for the team. Use for "run cs-role-play-scenarios", "customer service role play", "practise a difficult customer", "role play scenarios for support", "play an a

• cs-self-service-deflection

  Plans which support questions move to self-service and how to measure it honestly, producing a candidate question list, resolved versus abandoned measures and a second-line restaffing check. Use for "run cs-self-service-deflection", "self-service deflection plan", "ticket deflection", "which tickets

• cs-service-blueprint

  Draws a service blueprint for one service, with frontstage and backstage actions, support processes, the line of visibility, and the fail points and wait points each with an owner. Use for "run cs-service-blueprint", "service blueprint", "map what happens behind the scenes", "why do handoffs keep fa

• cs-service-recovery-plan

  Drafts a service recovery plan with an owned-mistake reply, a fix and follow-up plan on two tracks, a gesture within agreed limits and an apology letter. Use for "run cs-service-recovery-plan", "service recovery", "how to apologise to a customer for our mistake", "we promised the wrong delivery date

• cs-shift-handover

  Writes a shift or holiday handover for support work, with open tickets in SBAR form showing owner and promise made, who talks to each customer, and a holiday cover sheet. Use for "run cs-shift-handover", "I cannot take a holiday", "holiday handover for support", "shift handover template", "hand over

• cs-sla-ola

  Drafts an SLA and OLA agreement for a support desk, with customer targets by priority and channel, internal OLAs with engineering, product and billing, breach rules and a named clock owner at every stage. Use for "run cs-sla-ola", "SLA template", "OLA template", "operational level agreement", "SLA f

• cs-support-metrics-scorecard

  Builds a Support Metrics Scorecard with a metric set that separates closed from resolved, first contact resolution paired with reopen rate, an SLA clock owner per stage, and what each number cannot tell you. Use for "run cs-support-metrics-scorecard", "support KPIs", "customer service metrics", "fir

• cs-ticket-taxonomy

  Builds a reason-based ticket tag tree from your tickets, producing the two-level taxonomy with definitions and examples, a one-page tagging guide and a retire list for dead tags. Use for "run cs-ticket-taxonomy", "ticket taxonomy", "ticket tags", "contact reason codes", "our tags are a mess", "nobod

• cs-training-plan

  Builds a New Agent Training Plan with a first-weeks ramp built on practice, a shadow and reverse-shadow schedule, a go-solo checklist based on tasks, and a check that training changed the work. Use for "run cs-training-plan", "customer service training plan", "onboarding plan for support agents", "n

• cs-workload-recovery-rules

  Writes team workload and recovery rules for a support desk, with an occupancy cap, breaks between hard contacts, recovery time after abuse, cover and shift-end rules, and a team check against six stress areas. Use for "run cs-workload-recovery-rules", "my team is burning out", "workload rules for su

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