CS Script Expert

Problem

Customer-service scripts often fail in three practical areas: tone drifts across channels, objections such as price, latency, quality, trust, decision delay, and attitude lack reusable structure, and escalation decisions are inconsistent. This skill turns those gaps into a checkable workflow: generate scenario-specific scripts, then score and revise existing ones.

How It Works

• Context input: Specify the channel (phone, live chat, email, social media), industry, interaction stage, style, and target language; use a generic framework when the industry is absent.
• Reference loading: Always load script-frameworks.md; add industry-patterns.md for an industry; add the matching language-guide.md for non-Chinese output; load objection-escalation.md for objections, emotion, and escalation; load evaluation-framework.md for review.
• Script structure: Output opening, empathy, clarification, solution, and closure, then run a quality check for specific solutions, clear next steps, culturally appropriate language, and no ambiguous commitments.
• Objection and escalation: Classify price, time, quality, trust, decision-delay, and attitude objections; apply the LAARC model; decide when escalation is required, optional, or inappropriate; generate scripts for manager requests, proactive escalation, and handover.
• Evaluation report: Score five dimensions—empathy, problem-solving, clarity, professionalism, and action closure—then provide strengths, prioritized improvements, and an optimized version.

Boundaries

It supplies frameworks and patterns, not an exhaustive list of every business case. Brand guidelines take precedence over generic rules. For cross-cultural work, confirm target-market expectations. The skill is self-contained, with no external API, database, or knowledge-base dependency, and is suitable for script design, quality review, and training examples rather than replacing operational policy.