complaint-handling

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

1. 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)

2. 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

3. 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

4. If refund needed: Trigger approval workflow. Document the amount, reason, and customer impact. Escalate if above authorization threshold.

5. Update CRM with outcome:

   • Complaint category and severity
   • Resolution type and details
   • Customer satisfaction follow-up date

6. 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]