🗺️ Customer Support · Journey Playbooks

Playbook: Install a support excellence engine

Diagnostic trees, KB loop, and QA scorecards compounding quality.

journey~65 minSupport EngineersCX LeadsHelpdesk Teams

Journey Steps

1Step 1 — Diagnose with question trees, not guesswork: start with "For top-10 issue types, write decision trees with observable checkpoints"
2Step 2 — QA support quality without demoralizing agents: start with "Rubric: accuracy, completeness, tone, process adherence — weighted by issue class"
3How it fits together: Trees reduce round-trips; the KB loop turns tickets into deflection assets.

Commands

Install all referenced skills

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-diagnostic-question-trees && npx skills add aniruddhaadak80/skills --skill support-ops-support-qa-scorecards

Tags

#playbook#journey#customer-support

Install this skill

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

SKILL.md

# Playbook: Install a support excellence engine

> Diagnostic trees, KB loop, and QA scorecards compounding quality.

## When to Use This Skill

Diagnostic trees, KB loop, and QA scorecards compounding quality.

## Steps

1. Step 1 — Diagnose with question trees, not guesswork: start with "For top-10 issue types, write decision trees with observable checkpoints"
2. Step 2 — QA support quality without demoralizing agents: start with "Rubric: accuracy, completeness, tone, process adherence — weighted by issue class"
3. How it fits together: Trees reduce round-trips; the KB loop turns tickets into deflection assets.

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