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Customer Support
Support Escalation Reply
When tier 1 hands off to senior support. Acknowledge wait, recap, the next action, ownership.
Step 1
Get the skill
Pick one. Copy to paste straight away, or download support-escalation-reply.md to keep.
Step 2
Paste it into your AI
Once escalated, own it end-to-end. Customer should not be re-routed again.
▸Preview the skill· what gets copied
Write an escalation reply.
Customer message thread (summary): {{SUMMARY}}
What tier 1 already tried: {{ATTEMPTS}}
The actual root cause (or your best hypothesis): {{ROOT_CAUSE}}
Your role (senior support / manager): {{ROLE}}
Action you are taking: {{ACTION}}
ETA to resolution: {{HOURS / DAYS}}
Format:
1. Open by acknowledging the wait + apology (specific)
2. Recap what they have been through (so they know you read it)
3. The root cause in plain language
4. What you are doing now (action + ETA)
5. The compensation (if any)
6. Your direct line for follow-up
7. Sign-off with name + role
Under 180 words. India English. No corporate sludge.Works with: Claude · ChatGPT · Gemini · Any model
By Rishi Jain
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