| name | complaint-handling |
| description | End-to-end complaint handling: analyze context, draft response, determine resolution, and update CRM. Triggers on: reply to customer, ticket response, customer complaint, handle ticket, handle complaint. |
Complaint Handling
Analyze customer complaints, draft empathetic responses, determine resolution paths, and update CRM records.
Workflow
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Analyze complaint context
- Customer history: past tickets, account age, lifetime value
- Issue type: product defect, service failure, billing error, delivery issue, other
- Severity: critical (churn risk / legal), high (revenue impact), medium (satisfaction), low (minor inconvenience)
-
Draft response
- Acknowledge the issue and customer's frustration
- Explain what happened (without defensiveness)
- State the resolution clearly
- Set expectations for follow-up if needed
- Keep tone empathetic and solution-oriented
-
Determine resolution
- Refund: Full or partial, when product/service clearly failed
- Credit: Account credit for billing errors or service disruptions
- Fix: Technical fix with timeline, when issue is resolvable
- Explanation: When the complaint is based on misunderstanding, explain clearly
-
If refund needed: Trigger approval workflow. Document the amount, reason, and customer impact. Escalate if above authorization threshold.
-
Update CRM with outcome:
- Complaint category and severity
- Resolution type and details
- Customer satisfaction follow-up date
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Flag systemic issues — If the same complaint type appears 3+ times, flag it as a systemic issue requiring process or product improvement.
Output Format
## Complaint Analysis
- Customer: [name / account]
- Issue: [summary]
- Severity: [critical / high / medium / low]
- History: [relevant past interactions]
## Draft Response
[ready-to-send reply]
## Resolution
- Type: [refund / credit / fix / explanation]
- Details: ...
- Approval needed: [yes/no, amount]
## CRM Update
- Status: [resolved / pending approval / escalated]
- Follow-up date: ...
- Systemic flag: [yes/no]
