opencode-knowledge-work 0.0.0-stage → 0.1.1

package/content/customer-support/skills/customer-support-draft-response/SKILL.md

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+---
+name: draft-response
+description: Draft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
+argument-hint: "<situation description>"
+---
+
+# /draft-response
+
+> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).
+
+Draft a professional, customer-facing response tailored to the situation, customer relationship, and communication context.
+
+## Usage
+
+```
+/draft-response <context about the customer question, issue, or request>
+```
+
+Examples:
+- `/draft-response Acme Corp is asking when the new dashboard feature will ship`
+- `/draft-response Customer escalation — their integration has been down for 2 days`
+- `/draft-response Responding to a feature request we won't be building`
+- `/draft-response Customer hit a billing error and wants a resolution ASAP`
+
+## Workflow
+
+### 1. Understand the Context
+
+Parse the user's input to determine:
+
+- **Customer**: Who is the communication for? Look up account context if available.
+- **Situation type**: Question, issue, escalation, announcement, negotiation, bad news, good news, follow-up
+- **Urgency**: Is this time-sensitive? How long has the customer been waiting?
+- **Channel**: Email, support ticket, chat, or other (adjust formality accordingly)
+- **Relationship stage**: New customer, established, frustrated/escalated
+- **Stakeholder level**: End user, manager, executive, technical, business
+
+### 2. Research Context
+
+Gather relevant background from available sources:
+
+**~~email:**
+- Previous correspondence with this customer on this topic
+- Any commitments or timelines previously shared
+- Tone and style of the existing thread
+
+**~~chat:**
+- Internal discussions about this customer or topic
+- Any guidance from product, engineering, or leadership
+- Similar situations and how they were handled
+
+**~~CRM (if connected):**
+- Account details and plan level
+- Contact information and key stakeholders
+- Previous escalations or sensitive issues
+
+**~~support platform (if connected):**
+- Related tickets and their resolution
+- Known issues or workarounds
+- SLA status and response time commitments
+
+**~~knowledge base:**
+- Official documentation or help articles to reference
+- Product roadmap information (if shareable)
+- Policy or process documentation
+
+### 3. Generate the Draft
+
+Produce a response tailored to the situation:
+
+```
+## Draft Response
+
+**To:** [Customer contact name]
+**Re:** [Subject/topic]
+**Channel:** [Email / Ticket / Chat]
+**Tone:** [Empathetic / Professional / Technical / Celebratory / Candid]
+
+---
+
+[Draft response text]
+
+---
+
+### Notes for You (internal — do not send)
+- **Why this approach:** [Rationale for tone and content choices]
+- **Things to verify:** [Any facts or commitments to confirm before sending]
+- **Risk factors:** [Anything sensitive about this response]
+- **Follow-up needed:** [Actions to take after sending]
+- **Escalation note:** [If this should be reviewed by someone else first]
+```
+
+### 4. Run Quality Checks
+
+Before presenting the draft, verify:
+
+- [ ] Tone matches the situation and relationship
+- [ ] No commitments beyond what's authorized
+- [ ] No product roadmap details that shouldn't be shared externally
+- [ ] Accurate references to previous conversations
+- [ ] Clear next steps and ownership
+- [ ] Appropriate for the stakeholder level (not too technical for executives, not too vague for engineers)
+- [ ] Length is appropriate for the channel (shorter for chat, fuller for email)
+
+### 5. Offer Iterations
+
+After presenting the draft:
+- "Want me to adjust the tone? (more formal, more casual, more empathetic, more direct)"
+- "Should I add or remove any specific points?"
+- "Want me to make this shorter/longer?"
+- "Should I draft a version for a different stakeholder?"
+- "Want me to draft the internal escalation note as well?"
+- "Should I prepare a follow-up message to send after [X days] if no response?"
+
+---
+
+## Customer Communication Best Practices
+
+### Core Principles
+
+1. **Lead with empathy**: Acknowledge the customer's situation before jumping to solutions
+2. **Be direct**: Get to the point — customers are busy. Bottom-line-up-front.
+3. **Be honest**: Never overpromise, never mislead, never hide bad news in jargon
+4. **Be specific**: Use concrete details, timelines, and names — avoid vague language
+5. **Own it**: Take responsibility when appropriate. "We" not "the system" or "the process"
+6. **Close the loop**: Every response should have a clear next step or call to action
+7. **Match their energy**: If they're frustrated, be empathetic first. If they're excited, be enthusiastic.
+
+### Response Structure
+
+For most customer communications, follow this structure:
+
+```
+1. Acknowledgment / Context (1-2 sentences)
+   - Acknowledge what they said, asked, or are experiencing
+   - Show you understand their situation
+
+2. Core Message (1-3 paragraphs)
+   - Deliver the main information, answer, or update
+   - Be specific and concrete
+   - Include relevant details they need
+
+3. Next Steps (1-3 bullets)
+   - What YOU will do and by when
+   - What THEY need to do (if anything)
+   - When they'll hear from you next
+
+4. Closing (1 sentence)
+   - Warm but professional sign-off
+   - Reinforce you're available if needed
+```
+
+### Length Guidelines
+
+- **Chat/IM**: 1-4 sentences. Get to the point immediately.
+- **Support ticket response**: 1-3 short paragraphs. Structured and scannable.
+- **Email**: 3-5 paragraphs max. Respect their inbox.
+- **Escalation response**: As long as needed to be thorough, but well-structured with headers.
+- **Executive communication**: Shorter is better. 2-3 paragraphs max. Data-driven.
+
+## Tone and Style Guidelines
+
+### Tone Spectrum
+
+| Situation | Tone | Characteristics |
+|-----------|------|----------------|
+| Good news / wins | Celebratory | Enthusiastic, warm, congratulatory, forward-looking |
+| Routine update | Professional | Clear, concise, informative, friendly |
+| Technical response | Precise | Accurate, detailed, structured, patient |
+| Delayed delivery | Accountable | Honest, apologetic, action-oriented, specific |
+| Bad news | Candid | Direct, empathetic, solution-oriented, respectful |
+| Issue / outage | Urgent | Immediate, transparent, actionable, reassuring |
+| Escalation | Executive | Composed, ownership-taking, plan-presenting, confident |
+| Billing / account | Precise | Clear, factual, empathetic, resolution-focused |
+
+### Tone Adjustments by Relationship Stage
+
+**New Customer (0-3 months):**
+- More formal and professional
+- Extra context and explanation (don't assume knowledge)
+- Proactively offer help and resources
+- Build trust through reliability and responsiveness
+
+**Established Customer (3+ months):**
+- Warm and collaborative
+- Can reference shared history and previous conversations
+- More direct and efficient communication
+- Show awareness of their goals and priorities
+
+**Frustrated or Escalated Customer:**
+- Extra empathy and acknowledgment
+- Urgency in response times
+- Concrete action plans with specific commitments
+- Shorter feedback loops
+
+### Writing Style Rules
+
+**DO:**
+- Use active voice ("We'll investigate" not "This will be investigated")
+- Use "I" for personal commitments and "we" for team commitments
+- Name specific people when assigning actions ("Sarah from our engineering team will...")
+- Use the customer's terminology, not your internal jargon
+- Include specific dates and times, not relative terms ("by Friday January 24" not "in a few days")
+- Break up long responses with headers or bullet points
+
+**DON'T:**
+- Use corporate jargon or buzzwords ("synergy", "leverage", "paradigm shift")
+- Deflect blame to other teams, systems, or processes
+- Use passive voice to avoid ownership ("Mistakes were made")
+- Include unnecessary caveats or hedging that undermines confidence
+- CC people unnecessarily — only include those who need to be in the conversation
+- Use exclamation marks excessively (one per email max, if any)
+
+## Situation-Specific Approaches
+
+**Answering a product question:**
+- Lead with the direct answer
+- Provide relevant documentation links
+- Offer to connect them with the right resource if needed
+- If you don't know the answer: say so honestly, commit to finding out, give a timeline
+
+**Responding to an issue or bug:**
+- Acknowledge the impact on their work
+- State what you know about the issue and its status
+- Provide workaround if available
+- Set expectations for resolution timeline
+- Commit to updates at regular intervals
+
+**Handling an escalation:**
+- Acknowledge the severity and their frustration
+- Take ownership (no deflecting or excuse-making)
+- Provide a clear action plan with timeline
+- Identify the person accountable for resolution
+- Offer a meeting or call if appropriate for the severity
+
+**Delivering bad news (feature sunset, delay, can't-fix):**
+- Be direct — don't bury the news
+- Explain the reasoning honestly
+- Acknowledge the impact on them specifically
+- Offer alternatives or mitigation
+- Provide a clear path forward
+
+**Sharing good news (feature launch, milestone, recognition):**
+- Lead with the positive outcome
+- Connect it to their specific goals or use case
+- Suggest next steps to capitalize on the good news
+- Express genuine enthusiasm
+
+**Declining a request (feature request, discount, exception):**
+- Acknowledge the request and its reasoning
+- Be honest about the decision
+- Explain the why without being dismissive
+- Offer alternatives when possible
+- Leave the door open for future conversation
+
+## Response Templates for Common Scenarios
+
+### Acknowledging a Bug Report
+
+```
+Hi [Name],
+
+Thank you for reporting this — I can see how [specific impact] would be
+frustrating for your team.
+
+I've confirmed the issue and escalated it to our engineering team as a
+[priority level]. Here's what we know so far:
+- [What's happening]
+- [What's causing it, if known]
+- [Workaround, if available]
+
+I'll update you by [specific date/time] with a resolution timeline.
+In the meantime, [workaround details if applicable].
+
+Let me know if you have any questions or if this is impacting you in
+other ways I should know about.
+
+Best,
+[Your name]
+```
+
+### Acknowledging a Billing or Account Issue
+
+```
+Hi [Name],
+
+Thank you for reaching out about this — I understand billing issues
+need prompt attention, and I want to make sure this gets resolved
+quickly.
+
+I've looked into your account and here's what I'm seeing:
+- [What happened — clear factual explanation]
+- [Impact on their account — charges, access, etc.]
+
+Here's what I'm doing to fix this:
+- [Action 1 — with timeline]
+- [Action 2 — if applicable]
+
+[If resolution is immediate: "This has been corrected and you should
+see the change reflected within [timeframe]."]
+[If needs investigation: "I'm escalating this to our billing team
+and will have an update for you by [specific date]."]
+
+I'm sorry for the inconvenience. Let me know if you have any
+questions about your account.
+
+Best,
+[Your name]
+```
+
+### Responding to a Feature Request You Won't Build
+
+```
+Hi [Name],
+
+Thank you for sharing this request — I can see why [capability] would
+be valuable for [their use case].
+
+I discussed this with our product team, and this isn't something we're
+planning to build in the near term. The primary reason is [honest,
+respectful explanation — e.g., it serves a narrow use case, it conflicts
+with our architecture direction, etc.].
+
+That said, I want to make sure you can accomplish your goal. Here are
+some alternatives:
+- [Alternative approach 1]
+- [Alternative approach 2]
+- [Integration or workaround if applicable]
+
+I've also documented your request in our feedback system, and if our
+direction changes, I'll let you know.
+
+Would any of these alternatives work for your team? Happy to dig
+deeper into any of them.
+
+Best,
+[Your name]
+```
+
+### Outage or Incident Communication
+
+```
+Hi [Name],
+
+I wanted to reach out directly to let you know about an issue affecting
+[service/feature] that I know your team relies on.
+
+**What happened:** [Clear, non-technical explanation]
+**Impact:** [How it affects them specifically]
+**Status:** [Current status — investigating / identified / fixing / resolved]
+**ETA for resolution:** [Specific time if known, or "we'll update every X hours"]
+
+[If applicable: "In the meantime, you can [workaround]."]
+
+I'm personally tracking this and will update you as soon as we have a
+resolution. You can also check [status page URL] for real-time updates.
+
+I'm sorry for the disruption to your team's work. We take this seriously
+and [what you're doing to prevent recurrence if known].
+
+[Your name]
+```
+
+### Following Up After Silence
+
+```
+Hi [Name],
+
+I wanted to check in — I sent over [what you sent] on [date] and
+wanted to make sure it didn't get lost in the shuffle.
+
+[Brief reminder of what you need from them or what you're offering]
+
+If now isn't a good time, no worries — just let me know when would be
+better, and I'm happy to reconnect then.
+
+Best,
+[Your name]
+```
+
+## Follow-up and Escalation Guidance
+
+### Follow-up Cadence
+
+| Situation | Follow-up Timing |
+|-----------|-----------------|
+| Unanswered question | 2-3 business days |
+| Open support issue | Daily until resolved for critical, 2-3 days for standard |
+| Post-meeting action items | Within 24 hours (send notes), then check at deadline |
+| General check-in | As needed for ongoing issues |
+| After delivering bad news | 1 week to check on impact and sentiment |
+
+### When to Escalate
+
+**Escalate to your manager when:**
+- Customer threatens to cancel or significantly downsell
+- Customer requests exception to policy you can't authorize
+- An issue has been unresolved for longer than SLA allows
+- Customer requests direct contact with leadership
+- You've made an error that needs senior involvement to resolve
+
+**Escalate to product/engineering when:**
+- Bug is critical and blocking the customer's business
+- Feature gap is causing a competitive loss
+- Customer has unique technical requirements beyond standard support
+- Integration issues require engineering investigation
+
+**Escalation format:**
+```
+ESCALATION: [Customer Name] — [One-line summary]
+
+Urgency: [Critical / High / Medium]
+Customer impact: [What's broken for them]
+History: [Brief background — 2-3 sentences]
+What I've tried: [Actions taken so far]
+What I need: [Specific help or decision needed]
+Deadline: [When this needs to be resolved by]
+```