Customer Service Script Library
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Please install @user_36c7efa2/customer-service-zh according to https://skillhub.cn/install/skillhub.md.
About this skill
Problem It Solves
This skill turns China-local customer service conversations into executable processes. It covers presales, aftersales, refund handling, negative review replies, payment reminders, and escalation, helping teams produce scripts, templates, and checklists that can be used directly rather than generic advice.
How It Works
It starts by identifying the task: create from scratch, revise a draft, build a checklist, explain a concept, compare options, or diagnose a retrospective. When context is missing, it asks for audience, goal, existing materials, platform/city/industry/role constraints, and output format. It then localizes the output for common China environments such as WeChat, Feishu, DingTalk, Taobao, Douyin, and Xiaohongshu, and avoids fake placeholders.
The result usually includes a one-sentence conclusion, structured body, copy-ready templates, caveats, and a self-check list. For refund, negative review, and escalation cases, it adds execution steps, boundary conditions, common pitfalls, and review metrics. It also flags high-risk topics such as legal, medical, financial, government, and visa matters, and refuses deceptive, illegal, or platform-circumventing requests.
Use Cases
- E-commerce support turns a refund screenshot into public reply, private appeasement, and compensation boundaries.
- SaaS sales rep organizes fragmented inquiries into WeChat pricing, trial, and closing follow-up scripts.
- Retail store staff converts a negative review into public response, private explanation, and follow-up checklist.
- Support lead rewrites payment reminders into compliant DingTalk templates with boundary notes.
Best For
- E-commerce support leads who need refund, negative review, and payment reminder templates for frontline agents.
- SaaS sales reps who need to turn WeChat and call inquiries into pricing, trial, and closing scripts.
- Retail operations managers who need unified negative review, private appeasement, and compensation boundaries.
- Customer success owners who need escalation checklists, risk boundaries, and review metrics.
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