# AI for Customer Service: 32 Claude Skills to Run a Support Desk AI for customer service: 32 free Claude skills for de-escalation, refunds, staffing, escalations, ticket root causes, the knowledge base and chatbot handoffs. - Page: https://lantern.meet-polar-bear.com/skills/ai-for-customer-service-pack - Download: https://lantern.meet-polar-bear.com/skills/ai-for-customer-service-pack.zip - Source: https://github.com/polar-bear-org/claude-skills/tree/main/packs/ai-for-customer-service-pack - Price: free ## Install in Claude Code ``` /plugin marketplace add polar-bear-org/claude-skills /plugin install ai-for-customer-service-pack@polar-bear-skills ``` ## The 32 skills you get The set follows the work of the desk, in eight parts: hard conversations, workload and staffing, roles and metrics, escalations and incidents, learning from tickets, answers and knowledge, service design, and AI and bots. ### 1 · Hard Conversations - **Abusive Customer Policy** — use when: Customers yell or threaten and no rule lets the agent end the contact. Output: An abusive contact policy: warning, final warning and end-contact steps, a script for each step by channel, a supervisor backup rule with a time limit, and an incident log. - **De-escalation Playbook** — use when: An angry customer is on the line and the agent does not know what to say next. Output: Phone and chat steps, phrases to use and phrases to avoid, the “I want your manager” path, and a handoff note so the customer does not repeat themselves. - **Service Recovery Plan** — use when: We made a wrong promise or a late delivery and must admit it honestly. Output: An owned-mistake reply, a fix and follow-up plan on two tracks, a gesture within agreed limits, and an apology letter. - **Complaint Handling Procedure** — use when: A formal complaint arrives and the answer depends on who picks it up. Output: Receive, acknowledge, investigate, answer, close and learn as steps, with the acknowledgement and outcome letters and a complaint log. - **Refund and Exception Policy** — use when: You enforce the rule, get yelled at, then a manager grants the exception anyway. Output: Public refund wording, a decision-rights table of who approves what up to what value, a precedent log, a never-do list, and kind ways to say no. ### 2 · Workload and Staffing - **Workload and Recovery Rules** — use when: The team is burning out and nothing anyone does ever counts. Output: An occupancy cap, breaks between hard contacts, recovery time after abuse, cover and shift-end rules, and a team check against six stress areas. - **Erlang C Staffing Plan** — use when: Tickets doubled, reply times tripled and leadership wants proof before hiring. Output: A volume forecast by interval, agents needed at a target service level, occupancy and shrinkage, workload maths for email and chat, and a one-page case for more hands. - **Backlog Recovery Plan** — use when: The queue grows every day and the oldest tickets are the angriest. Output: Triage by age and risk, a bulk-reply and merge plan, a pause list, and a daily burn-down. - **Shift Handover Template** — use when: You cannot take a holiday because everything is tied to you. Output: Open tickets in SBAR form with the owner and the promise made, who talks to each customer, and a holiday cover sheet. ### 3 · Roles, Metrics and Coaching - **RACI Matrix** — use when: Your job has become the dumping ground for everything nobody owns. Output: Who owns what across support, success, sales, product and engineering, the gaps and double owners flagged, and a rule for new asks. - **Support Metrics Scorecard** — use when: The metrics punish the wrong person for another team's delay. Output: A metric set that separates closed from resolved, first contact resolution paired with reopen rate, an SLA clock owner per stage, and what each number cannot tell you. - **QA Scorecard** — use when: Coaching arrives days after the call and agents already feel watched. Output: A reply rubric — accuracy, policy, clarity, tone, next step — a sample plan, a calibration session, and same-day coaching notes about replies. - **Customer Service Training Plan** — use when: New agents get two weeks of slides, then live calls, then blame. Output: A first-weeks ramp built on practice, a shadow and reverse-shadow schedule, a go-solo checklist based on tasks, and a check that training changed the work. - **Customer Service Role Play** — use when: You have no time to rehearse difficult customer conversations. Output: A scenario bank by contact type, Claude playing the customer, debrief questions, and a practice log for the team. ### 4 · Escalations and Incidents - **Escalation Matrix** — use when: Nobody knows who decides, so every hard ticket lands on the head of support. Output: Support tiers with their entry criteria, an impact and urgency priority grid, triggers and target times, and the information each route needs before a ticket moves. - **SLA and OLA Template** — use when: Breaches caused by another team get reported against support. Output: Customer targets by priority and channel, internal OLAs with engineering, product and billing, breach rules, and a named clock owner at every stage. - **Bug Report Template** — use when: You escalate a ticket and it sits because engineering cannot act on it. Output: Steps to reproduce, expected and actual result, impact and customers affected, urgency, a workaround, and what the customer was told. - **Release Readiness Brief** — use when: Product ships changes without telling support and confused tickets flood in. Output: A change table, the questions customers will ask, day-one saved replies and article updates, launch contacts, and a go or hold check. - **Incident Communication Plan** — use when: An outage with no ETA and every customer wants an answer now. Output: A first notice, an update cadence that always gives the next-update time, no-ETA wording, an all-clear, a blameless closing note, and an agent brief. ### 5 · Learning from Tickets - **CSAT Survey** — use when: A bad rating for the customer's own mistake gets counted against the agent. Output: A short post-ticket survey, a cause-coded comment sheet, and a monthly summary that names causes, not agents. - **Ticket Taxonomy** — use when: Repeated tickets about the same issue are a pattern nobody documents. Output: A two-level, reason-based tag tree with definitions and examples, a one-page tagging guide, and a retire list for dead tags. - **5 Whys Root Cause Analysis** — use when: The same problem keeps coming back and product never hears it. Output: A Pareto table of contact drivers, a 5 Whys chain per driver that stops at a fixable process, and the asks for product with owners and dates. - **NPS Survey** — use when: Leadership asks what customers think of us overall, not of one ticket. Output: A relationship survey plan with its follow-up question, a close-the-loop rule where a person contacts detractors, and a cause table split into what support can and cannot move. ### 6 · Answers and Knowledge - **Canned Responses Library** — use when: You type the same answer again and again because it never reaches the docs. Output: Saved replies with personal slots, naming rules, an owner and a review date for each reply, and a retire list. - **Knowledge Base Article** — use when: Seniors become human search engines and the answer is buried. Output: An article from a solved ticket — the issue in the customer's words, environment, resolution, cause — with an article state, a gap list from failed searches, and a review cadence. - **Customer Service Policy** — use when: Every agent gives a different answer to the same question. Output: One page per topic — hours, channels, response promises, tone, refunds pointer, privacy basics — a change log, and a “what we never say” list. ### 7 · Service Design - **Customer Journey Map** — use when: Customers do not read, then contact us furious, five times. Output: Phases, actions, thoughts and feelings built from real tickets, the contact points where customers get confused and write in, and rewrites of the messages that cause it. - **Customer Effort Score** — use when: One problem takes five contacts and three transfers to solve. Output: The effort question and where to ask it, the effort drivers counted from tickets and comments — repeat contacts, transfers, channel switching — and a fix list with owners. - **Service Blueprint** — use when: Support takes the heat for handoffs the customer never sees. Output: Frontstage and backstage actions, support processes, the line of visibility, and the fail points and wait points, each with an owner. ### 8 · AI and Bots, Safely - **Chatbot Handoff Rules** — use when: The bot loops customers on cancellations with no human exit. Output: A bot scope table, handoff triggers with the context packet the agent receives, the disclosure line, and a loop test script. - **Self-Service Deflection Plan** — use when: Bots take the easy tickets and the hard remainder lands on an unchanged team. Output: A candidate question list, resolved versus abandoned measures instead of a deflection rate, and a second-line restaffing check. - **AI Use Policy** — use when: Leadership watches who uses AI and the team is unsure what AI is for. Output: A list of useful AI tasks with their risks, customer-data and send rules, the drafts a person must send, disclosure wording, and a review log. ## Workflows - **Handle the upset customer** (An upset or abusive customer, and nobody has a script.) Abusive Customer Policy → De-escalation Playbook → Service Recovery Plan → Complaint Handling Procedure - **Carry the queue** (The queue is growing and the team behind it is stretched.) Workload and Recovery Rules → Erlang C Staffing Plan → Backlog Recovery Plan → Shift Handover Template - **Settle who owns it** (A hard ticket crosses into another team and stalls.) Escalation Matrix → SLA and OLA Template → Bug Report Template - **Learn from the tickets** (The same answer keeps being retyped.) Ticket Taxonomy → 5 Whys Root Cause Analysis → Canned Responses Library → Knowledge Base Article - **Add a bot safely** (You want to hand the easy questions to a bot, and need to know which ones they are.) Ticket Taxonomy → Chatbot Handoff Rules → Self-Service Deflection Plan ## The quality bar - Claude drafts and routes; a person answers anyone who is upset, at risk or asking for an exception, and no customer is ever told a bot is a person - One named method or one artifact per skill, attributed to its originator through a public source - Works from what you paste — a ticket, a policy, an export — and no connector is required - Nothing grades, ranks or profiles an agent or a customer: replies, tickets, processes and the service get scored, and team data suppresses small groups - No invented numbers: targets, thresholds and limits are yours to set, and every example is marked as an example - Legal and regulatory points — refunds, abuse, AI disclosure — end with “check with a qualified adviser” - Every output ends with the decision a named person makes, and by when ## Questions people ask ### What is in the AI for Customer Service pack? 32 Claude skills that follow a support desk in eight parts: hard conversations, workload and staffing, roles and metrics, escalations and incidents, learning from tickets, answers and knowledge, service design, and AI and bots. Each skill is one named method or one artifact. ### How do I install these Claude skills? In Claude Code, two lines install all 32 at once. In Claude.ai or Claude Desktop, download the zip, open Settings, Skills, Add, and upload the skills you want. Either way it takes about five minutes. ### Do I need Claude Code to use them? No. The skills work in Claude.ai, Claude Desktop and Claude Code. In the app you upload them yourself; in Claude Code one command installs the whole pack. ### Do the skills work with ChatGPT or other assistants? They are built as Claude Skills, and installing them is a Claude feature. Each one is a plain Markdown file, so you can read it and reuse the method elsewhere, but it will not load and trigger by itself outside Claude. ### Will a bot answer our upset customers? No. Claude drafts and routes. A person answers anyone who is upset, at risk or asking for an exception, and no customer is ever told a bot is a person. Nothing in the pack grades, ranks or profiles an agent or a customer. ### Is the pack free? Yes. It is free to use inside your company and in client work, and not for resale. There is no signup: the download and the install command are on this page. ## About Written by Polar Bear (https://meet-polar-bear.com/). Published on Lantern (https://lantern.meet-polar-bear.com/), which turns your notes, documents and call transcripts into social post drafts you review and publish.