Social Media Customer Service Playbook

Use when

• Generates a day-to-day social media customer service operations guide for EA SMEs. Covers triage, response time SLAs, complaint handling scripts, saved replies, empathy language, out-of-hours management, and staff training. Invoke when a client needs to professionalise the human-to-human service delivery happening in their WhatsApp, Facebook Messenger, and public comment channels — not crisis incidents (use playbook-crisis-communications) and not chatbot automation (use playbook-chatbot-strategy).
• Use this skill when it is the closest match to the requested deliverable or workflow.

Do not use when

• Do not use this skill for graphic design, video production, software development, or legal advice beyond the repository's stated scope.
• Do not use it when another skill in this repository is clearly more specific to the requested deliverable.

Workflow

1. Collect the required inputs or source material before drafting, unless this skill explicitly generates the intake itself.
2. Follow the section order and decision rules in this SKILL.md; do not skip mandatory steps or required fields.
3. Review the draft against the quality criteria, then deliver the final output in markdown unless the skill specifies another format.

Anti-Patterns

• Do not invent client facts, performance data, budgets, or approvals that were not provided or clearly inferred from evidence.
• Do not skip required inputs, mandatory sections, or quality checks just to make the output shorter.
• Do not drift into out-of-scope work such as code implementation, design production, or unsupported legal conclusions.