customer-service-playbook-planner
by Roy Yuen
Transform chaotic support into structured operations with playbooks, triage rules, and automated QA rubrics.
- Design a P0-P3 ticket taxonomy with clear SLAs and ownership.
- Generate a sentiment-response matrix to handle frustrated or angry customers.
- Create deterministic QA rubrics to score support team performance.
$7
One-time purchase · Own forever
Included in download
- Design a P0-P3 ticket taxonomy with clear SLAs and ownership.
- Generate a sentiment-response matrix to handle frustrated or angry customers.
- Includes example output and usage patterns
See it in action
P0 Escalation Rule: Trigger: Legal threat or Payment Exposure. Action: Immediate handoff to Finance/Legal. Required Evidence: Screenshot of transaction ID + Legal notice text. Customer Update: "We have received your report and escalated it to our security leads for priority review."
Transform chaotic support into structured operations with playbooks, triage rules, and automated QA rubrics.
$7
One-time purchase · Own forever
⚡ Also available via Agensi MCP — your AI agent can load this skill on demand via MCP. Learn more →
Included in download
- Design a P0-P3 ticket taxonomy with clear SLAs and ownership.
- Generate a sentiment-response matrix to handle frustrated or angry customers.
- Includes example output and usage patterns
- Instant install
- One-time purchase
See it in action
P0 Escalation Rule: Trigger: Legal threat or Payment Exposure. Action: Immediate handoff to Finance/Legal. Required Evidence: Screenshot of transaction ID + Legal notice text. Customer Update: "We have received your report and escalated it to our security leads for priority review."
Screenshots
About This Skill
Professional Operations Infrastructure
The Customer Service Playbook Planner is a specialized skill designed for developers, operations managers, and support leads who need to build high-performance service systems. It moves beyond generic AI advice to generate deterministic, production-ready operating standards for SaaS, ecommerce, and service businesses.
What it does
This skill architecturally designs your support organization's nervous system. It generates structured ticket taxonomies, SLA definitions, sentiment-aware response matrices, and escalation paths. It includes a bundled Python CLI for generating repeatable JSON/Markdown artifacts and performing automated QA scoring of support transcripts.
- Structured Triage: Maps issue categories to priorities (P0-P3), owners, and required evidence.
- Risk Management: Establishes clear boundaries for refunds, cancellations, and security incidents.
- Automated QA: Uses a standardized rubric to score agent responses for accuracy and policy compliance.
- Handoff Logic: Defines precise rules for when a chatbot should escalate to a human agent.
Why use this skill?
Most AI agents provide "friendly" advice that is unusable in a production environment. This skill enforces operating rules that protect your business from false promises, legal liability, and inconsistent service. It produces documentation that is ready to be imported into Zendesk, Intercom, or internal knowledge bases.
📖 Learn more: Best Frontend & Design Skills for Claude Code →
Use Cases
- Design a P0-P3 ticket taxonomy with clear SLAs and ownership.
- Generate a sentiment-response matrix to handle frustrated or angry customers.
- Create deterministic QA rubrics to score support team performance.
- Define chatbot-to-human handoff triggers based on intent and risk.
- Draft SOPs for high-volume workflows like account recovery and cancellations.
How to Install
unzip customer-service-playbook-planner.zip -d ~/.claude/skills/Reviews
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