complaint-handling

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.

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Repositorio: infometa/workbuddyskills
Última actividad en el origen: 21 de julio de 2026 a las 03:35
Idioma detectado de SKILL.md: inglés
Estrellas: 205
Forks: 65

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npx skills add https://github.com/infometa/workbuddyskills --skill complaint-handling

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Complaint Handling

Analyze customer complaints, draft empathetic responses, determine resolution paths, and update CRM records.

Workflow

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

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]