💬 Customer Support · Ticket Excellence

Write support replies that de-escalate

Acknowledge → diagnose → act → verify structure with tone that survives angry Mondays.

foundation~25 minSupport EngineersCX LeadsHelpdesk Teams

Steps

1First sentence reflects THEIR stake ('your checkout being down is serious')
2Never blame user or system in the same breath as apologizing
3State what you DID, not just what they should try
4Give one clear next step, not five options ending in question marks
5Close with verification path if the fix doesn't hold
6Re-read as the customer before sending; delete internal jargon

Common Pitfalls

▲Template walls where sentence two ignores sentence one's problem
▲'Per our policy' as an opening move

Commands

Install with skills CLI

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-empathy-first-responses

Install globally

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-empathy-first-responses -g

Tags

#communication#de-escalation#writing#customer-support#ticket-excellence

Install this skill

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-empathy-first-responses -a opencode

SKILL.md

# Write support replies that de-escalate

> Acknowledge → diagnose → act → verify structure with tone that survives angry Mondays.

## When to Use This Skill

Acknowledge → diagnose → act → verify structure with tone that survives angry Mondays.

## Steps

1. First sentence reflects THEIR stake ('your checkout being down is serious')
2. Never blame user or system in the same breath as apologizing
3. State what you DID, not just what they should try
4. Give one clear next step, not five options ending in question marks
5. Close with verification path if the fix doesn't hold
6. Re-read as the customer before sending; delete internal jargon

## Common Pitfalls

- Template walls where sentence two ignores sentence one's problem
- 'Per our policy' as an opening move

View source on GitHub ↗

Branching diagnostics per issue class reaching root cause in minimum round-trips.

💬 Customer Support·~30m

Open →

Close the loop from tickets to knowledge baseintermediate

Every resolved pattern becomes a KB article; every article deflects future tickets measurably.