Stop 8 of 9 · Daily
Customer experience at scale
Three reply tiers with an owner each, an escalation path with hours on it, and a monthly digest that turns tickets and reviews into rule changes.
What changes when it is not you replying
Last year every complaint reached Nadia and her judgement was the standard. Now four people answer customers and the standard has to exist outside her head, or the company sounds like four different companies depending on who opened the email.
Three things make that work: a written standard for what a reply contains, a tier system that says who owns which kind of problem, and a monthly digest that turns the pattern in the tickets into a change in the rules.
The reply standard
Every reply, from anybody, has four things: what we know happened, what we are doing, the date it will be done, and what we need from the customer if anything. No cause we have not confirmed. No apology that admits something nobody has checked. No price, discount or credit from anyone but Nadia.
The three tiers
| Tier | Who owns it and how fast |
|---|---|
| One: questions, tracking, documents | Customer service, same working day |
| Two: wrong shipment, damage, missed date, a return dispute | Marco, moves the same day, customer told the same day |
| Three: anything about price, credit, terms, or a customer saying they are leaving | Nadia, within one working day |
The tier is set by what went wrong, never by how angry the email is. That single sentence is what stops everything drifting back up to the owner.
Here is the customer message and the order record: [paste the message and the order record]. Tell me the tier and why, in one line. Then draft the reply against our standards file: what we know happened, what we are doing, the date, and what we need from them. Use only facts that appear in the order record. Where I would need to check something before sending, list it separately rather than writing it into the reply. Do not offer any price, discount or credit.
Here are today's customer emails and tickets: [paste the messages]. Sort them into tier one, two and three using the tier rules in this Project. For each, give the customer, one line on what happened, the owner, and the deadline that tier sets. Flag anything where the tier is genuinely unclear and say what would settle it. Draft nothing yet.
The monthly digest
Once a month, the tickets and the reviews get read together, because they are the same signal arriving through two doors. What you want is not a summary, it is a theme with a count next to it and a proposed rule change.
Read the ticket log and the review export for last month: [paste or attach both]. Group everything into themes and give me each theme with the number of tickets, the number of reviews, and whether the count went up or down against the previous month. For any theme with three or more, quote two customer sentences in their own words and propose the specific rule or process change, naming the Project it belongs in. Then list separately: every promise we made with a date, whether the log shows it was kept, and any promise still open past its date. No general advice about customer service.