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:
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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:
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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:
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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):
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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
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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
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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?"
- •Look up order in system
- •Check tracking status
- •If delayed: Apologize + provide new ETA + offer compensation
- •If lost: File claim + ship replacement
"I want to cancel"
- •Ask reason (retention opportunity)
- •If shipped: Explain return process
- •If not shipped: Cancel immediately + confirm
- •Offer incentive to keep if appropriate
"Wrong item received"
- •Apologize immediately
- •Ship correct item (expedited)
- •Provide return label for wrong item OR let them keep it
- •Follow up after delivery