All categories/Customer support
Customer support
Scripts, complaints, refunds, escalation, knowledge base. Solve first, explain later.
48 entries here · one process per category, checkpoints written per job
- First reply to a complaintTheir first message is pure anger and I fear making it worse.
- Declining a refundThe refund falls outside policy and a flat no will escalate.
- Late delivery: only dates you controlThe customer chases daily and the carrier gives no firm answer.
- Quality complaint: evidence firstThey report a defect and sent photos.
- Public review replyA one-star review is public and visible to everyone.
- Over-the-top claimThe demand exceeds policy and comes with a threat.
- Threat to go publicThey threaten social media, press, or a regulator.
- Incident apology at scaleAn outage hit many customers and one message must serve all.
- Account ban appeal replyA restricted user appeals and does not know what they did.
- Phone script: open to closeNew agents freeze on calls and need something to read.
- The same question, againFifth time on the same question and I suspect they never understood.
- Escalation requestThey demand a manager and I am unsure whether to pass it up.
- Price match and discountsThey found someone paid less and feel cheated.
- Invoice requestsThey need an invoice and ask a pile of questions.
- Membership benefit disputeThey feel membership benefits shrank and want a refund.
- Repair status updatesThey ask three times a day whether it is fixed.
- Customer error: rescue then teachThey deleted data by mistake and are panicking.
- Overseas customerThey are in another time zone and English is not their first language.
- Win-back for a lapsing customerA regular has not ordered in six months.
- Abusive customerThey turned abusive and my own temper is rising.
- Feature request intakeThey ask for a feature that does not exist.
- Data and privacy requestsThey want the account and all data deleted.
- Public questions in chatThey ask in a group or livestream with an audience watching.
- Follow-up and satisfactionA satisfaction survey gets ignored because it asks nothing useful.
- Script library structureThree hundred saved replies and nobody can find any.
- Mining tickets for FAQsThe FAQ is invented while customers ask something else entirely.
- Onboarding manualA month in and the new hire asks the same things.
- Escalation rulesWhether to escalate is a personal judgment call and it varies.
- Defining SLAsThe boss wants four-hour response and it is not achievable.
- Ticket taxonomyThe categories are a mess and the reports are useless.
- QA scorecardQA checks greetings while problems stay unsolved.
- Weekly support reportThe weekly report is a diary nobody reads.
- One consistent lineThree agents, three answers, and the customer screenshots the difference.
- KB article templateNobody reads the KB because it does not help after reading.
- Bot flow designWe want auto-replies but fear wrong answers.
- Satisfaction survey designLow response, high scores, rising complaints.
- Scheduling and headcountA sale is coming and nobody knows how many extra agents.
- Cross-team root causeThe same complaint returns monthly and is only ever compensated.
- Incident reviewA widespread service failure just happened.
- Self-service page copyWe want customers to self-serve instead of contacting us.
- Metrics without side effectsAverage handle time went live and agents started rushing.
- Closing the loop with productSupport files issues and product never answers.
- Multilingual consistencyEach language team improvises and the answers diverge.
- Managing an outsourced teamSupport is outsourced and quality swings wildly.
- Service standard for key accountsKey accounts get the same flow as everyone and are unhappy.
- Customer-facing refund policyThe refund policy reads like a statute, so customers argue.
- Support tooling requirementsShopping for a support system and every vendor claims everything.
- Pre-launch eval for AI supportWe want AI support but fear wrong or harmful answers.
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