escalation-playbook
Installation
SKILL.md
Overview
An escalation is a moment of peak emotional intensity and minimum trust. Based on de-escalation principles from CS literature and conflict resolution frameworks, the goal is not to win the argument - it is to restore enough trust to solve the problem together.
The core insight: customers escalate because they feel unheard, not just unsolved. Acknowledging the experience before defending the product is the single biggest trust lever in an escalation. Speed of response and clarity of ownership are close seconds.
Workflow
Step 1: Acknowledge within 2 hours
Acknowledge does not mean apologize for things not yet understood. It means recognizing impact.
Send within 2 hours of escalation reaching you: