🗺️ Customer Support · Journey Playbooks

Playbook: Mature your escalation practice

Severity ladder with warm handoffs engineers actually trust.

journey~45 minSupport EngineersCX LeadsHelpdesk Teams

Journey Steps

1Step 1 — Escalate with judgment, not fear: start with "Severity = customer impact × scope × urgency, written as a matrix"
2Step 2 — Write support replies that de-escalate: start with "First sentence reflects THEIR stake ('your checkout being down is serious')"
3How it fits together: Nobody repeats themselves to engineering. Ever.

Commands

Install all referenced skills

$ npx skills add aniruddhaadak80/skills --skill support-ops-escalation-judgment && npx skills add aniruddhaadak80/skills --skill ticket-excellence-empathy-first-responses

Tags

#playbook#journey#customer-support

Install this skill

$ npx skills add aniruddhaadak80/skills --skill playbook-customer-support-escalation-maturity -a opencode

SKILL.md

# Playbook: Mature your escalation practice

> Severity ladder with warm handoffs engineers actually trust.

## When to Use This Skill

Severity ladder with warm handoffs engineers actually trust.

## Steps

1. Step 1 — Escalate with judgment, not fear: start with "Severity = customer impact × scope × urgency, written as a matrix"
2. Step 2 — Write support replies that de-escalate: start with "First sentence reflects THEIR stake ('your checkout being down is serious')"
3. How it fits together: Nobody repeats themselves to engineering. Ever.

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