Individual skill
cs-escalation-brief
Write a structured escalation brief for an at-risk customer account. Use when an account has escalated, when a customer is threatening churn, when a P1 customer issue needs executive attention, or when preparing an internal save play. Produces a crisp escalation brief with account context, timeline, root cause, business impact, and a clear resolution plan.
skills/cs-escalation-brief/SKILL.md
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SKILL.mdcore · 8,825 bytesreferences/deescalation-sequencing.mddoc · 2,601 bytesreferences/worked-example.mddoc · 12,386 bytestemplates/escalation-brief.mddoc · 1,056 bytes
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# Customer Escalation Brief Skill
Produce a clear, concise escalation brief that gives internal stakeholders — VP CS, CCO, product leadership, or the CEO — everything they need to understand the situation, make decisions, and act fast.
A good escalation brief is not a complaint. It is a professional document that states the facts, assigns accountability honestly, and proposes a specific resolution plan.
## Required Inputs
Ask for these if not already provided:
- **Account name**, tier, and ARR
- **CSM name** and account owner
- **Nature of the escalation** — what happened, what the customer is saying
- **Timeline** of events leading to escalation
- **Customer contact** who escalated (name, role, influence level)