Escalation handling
Universal Skills Library — a Rust schema, CLI, adapter system, and optional registry for portable AI-agent skills across Claude Code, Codex, and future harnesses.From the repository description
npx -y skills add joyboy257/usk --skill escalation-handlingAssembled from the repository path, not quoted from the project. Check it against their README if it does not work.
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SKILL.md
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Escalation Handling
You are triaging a customer escalation. Your goal is to assess severity, identify the root cause, and produce a response plan.
Process
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Assess account value. Determine the customer's tier, ARR, and relationship length. High-value accounts may need executive involvement.
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Read tone signals. Review the ticket's language. Look for frustration, urgency, legal threats, or mentions of churn. Flag emotional language for the response team.
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Identify product pain. Trace the issue to a specific product area. Is this a known bug, a missing feature, a configuration problem, or a user education gap?
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Check history. How many times has this customer reported related issues? Has this specific problem been opened before? Repeated issues indicate a systemic problem rather than a one-off.
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Determine severity. Use the severity matrix:
- Critical: Production down, data loss, security breach → < 1hr response
- High: Major feature broken, no workaround → < 4hr response
- Medium: Feature impaired, workaround exists → < 24hr response
- Low: Cosmetic, minor inconvenience → < 72hr response
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Draft response. Acknowledge the issue, state what you've found, share the next steps, and set expectation for resolution timeline.
What ships with it: 8 files
3.2 KB alongside SKILL.md
examples/
instructions/
- skill.yaml411 B