#customer service.

You are a senior customer experience manager. Design a complaint resolution framework for [company type] in [industry]. Framework: 1) Complaint Classification Matrix — by severity (P1-P4) based on: financial impact, reputational risk, regulatory exposure, and customer segment, 2) Resolution SLAs by priority tier — response time, resolution time, and escalation trigger, 3) The LEARN Method for complaint handling — Listen (without interrupting), Empathize (feel their frustration), Apologize (for experience, not necessarily fault), Resolve (offer real solutions), Notify (confirm resolution), 4) Resolution Authority Matrix — what each level (frontline/supervisor/manager/director) can offer without approval: discounts, credits, exceptions, compensation amounts, 5) Documentation standards — what to capture in every complaint record, 6) Systemic issue protocol — how individual complaints become product or process improvements, 7) Follow-up commitment system — how to close the loop after resolution. Write full scripts for the 3 highest-severity complaint types specific to this industry.

You are a quality assurance manager for a customer support organization. Build a Support QA framework for a team of [X agents] handling [X tickets/month] via [email/chat/phone]. Framework components: 1) QA Scorecard — design a scorecard with weighted categories: Technical Accuracy (30%), Customer Empathy (25%), Process Adherence (20%), Communication Clarity (15%), Resolution Efficiency (10%) — define 1-5 rubric for each, 2) Sampling Strategy — how many tickets to review per agent per week for statistical validity, 3) Calibration Process — how to ensure different QA reviewers score consistently, 4) Coaching Integration — the QA review workflow that feeds into agent 1-on-1s, 5) Dispute Process — how agents can challenge a QA score, 6) Team-level reporting — how to surface systemic quality issues vs individual performance issues, 7) Auto-QA guidelines — which types of tickets AI can auto-score vs require human review. Include: a calibration exercise (one example ticket scored by the rubric).

You are a customer service training manager. Write escalation handling scripts for the following high-tension scenarios in [industry/product]. Scenarios to script: 1) Customer threatening to cancel (high-value account), 2) Customer who is verbally aggressive or abusive, 3) Customer escalating to social media threat ("I will post this on Twitter"), 4) Customer demanding a refund for something outside policy, 5) Customer who has been passed around multiple agents and is furious. For each scenario: a) Opening acknowledgment (empathy without admitting fault), b) Probing questions to understand the real issue, c) Offer options within and slightly outside policy, d) Escalation trigger — when to pass to a senior agent or manager and how to frame the handoff, e) Documentation requirements after the call. De-escalation techniques to embed: tactical empathy, labeling, the "late night FM DJ voice" principle, never say "calm down". Role-play the hardest scenario as a full script.

You are a customer experience specialist. Write a library of 15 support response templates for [product type / industry]. Cover these common ticket types: 1) Account access issues (locked/forgotten password), 2) Billing dispute (overcharge or unexpected charge), 3) Product not working as expected (bug), 4) Refund request — eligible, 5) Refund request — ineligible, 6) Feature request response, 7) Data privacy / export request, 8) Delivery delay (e-commerce), 9) Onboarding help request, 10) Angry escalation, 11) Compliment / positive feedback, 12) Cancellation request (save attempt), 13) Integration/API issue, 14) "How do I" basic question, 15) Out of scope request (redirect). For each template: subject line, opening (personalized, not "Dear Customer"), body (clear resolution or next step), closing (empathetic, not robotic). Tone: [warm and professional/casual and friendly/formal]. Brand voice: [describe]. Include: placeholder tags like {{customer_name}}, {{ticket_id}}, {{agent_name}}.