customer-service-website-ops

name	customer-service-website-ops
description	Use when designing post-launch website support triage, escalation, recovery language, and retention operations. Use `service-blueprint-website-delivery` for end-to-end delivery design and `agency-client-retention` for commercial renewal strategy.
metadata	{"portable":true,"compatible_with":["claude-code","codex"]}

Customer Service Website Ops

Acknowledgement: Shared by Peter Bamuhigire, techguypeter.com, [phone].

Use When

• Designing or upgrading the support layer attached to a premium website or retainer.
• Writing customer-facing language for triage, recovery, refunds, escalations, or churn risk.
• Training a small agency team or a client's internal team to handle service interactions consistently.
• Converting recurring complaints into structural fixes via the service blueprint.
• Re-engaging a client after a missed SLA, a bug, an outage, or a public mistake.

Do Not Use When

• The interaction is a sales conversation, not a service one. Use premium-sales-conversation.
• The work belongs to the client's existing customer service team and they have a stronger SOP.
• The complaint is legal in nature and must be routed to counsel before any agency response.

Inputs

• The service blueprint and SLA matrix for the engagement.
• The recent ticket and complaint history, if any.
• The client's brand voice and service tone.
• The retainer scope and exclusion list.
• The internal escalation matrix and on-call rota.