AgentSkillsCN

escalation-policy

关于何时以及如何将支持工单升级至经理的指南。当客户请求经理介入，或问题无法得到解决时启用。

SKILL.md
--- frontmatter
name: escalation-policy
description: Guidelines for when and how to escalate support tickets to a manager. Activate when the customer requests a manager or the issue cannot be resolved.
allowed-tools:
  - escalate_ticket
metadata:
  tags: "escalation, manager, priority"

Escalation Policy

When to Escalate

  • •Customer explicitly requests a manager
  • •Refund amount exceeds $200
  • •Issue involves a safety concern
  • •Three or more failed resolution attempts
  • •Legal or regulatory compliance issue

Escalation Priorities

  • •Critical: Safety issues, data breaches, legal threats
  • •High: Refunds over $500, VIP customers, repeated failures
  • •Medium: Refunds $200-$500, complex disputes
  • •Low: Manager requests with no urgency

Process

  1. •Acknowledge the customer's frustration
  2. •Explain that you're escalating to a specialist/manager
  3. •Use the escalate_ticket tool with the appropriate priority
  4. •Provide the customer with a ticket reference number
  5. •Set expectations for follow-up timeline (24-48 hours)