customer-inquiry-resolver

# Customer Inquiry Resolver

## Overview

Transform customer inquiries into satisfied customers through fast, accurate, empathetic responses. This skill encodes the frameworks for handling common e-commerce inquiries while knowing when to escalate.

## Inquiry Classification

### Primary Categories

| Category | % Volume | Resolution Target |
|----------|----------|-------------------|
| **Order Status** | 30-40% | Immediate (self-serve) |
| **Returns/Exchanges** | 15-25% | <4 hours |
| **Product Questions** | 15-20% | <2 hours |
| **Shipping Issues** | 10-15% | <4 hours |
| **Billing/Payment** | 5-10% | <2 hours |
| **Complaints** | 5-10% | <1 hour |
| **Account Issues** | 5% | <2 hours |

### Sentiment Detection

| Signal | Sentiment | Response Approach |
|--------|-----------|-------------------|
| "Thanks", "appreciate" | Positive | Maintain, reinforce |
| Neutral question | Neutral | Efficient, helpful |
| "Frustrated", "disappointed" | Negative | Empathy first |
| ALL CAPS, profanity | Angry | De-escalation mode |
| "Lawyer", "BBB", "chargeback" | Escalated | Immediate escalation |

## Response Framework

### HEART Method

```
H - Hear      → Acknowledge what they said
E - Empathize → Show you understand their feeling
A - Apologize → If warranted, apologize sincerely
R - Resolve   → Provide solution or next steps
T - Thank     → Thank them for reaching out
```

### Response Structure

```
[ACKNOWLEDGMENT]
I understand you're [inquiry type] regarding [specific detail].

[EMPATHY - if negative sentiment]
I can see how [situation] would be [frustrating/concerning/inconvenient].

[RESOLUTION]
[Clear answer or solution with specific steps]

[NEXT STEPS]
[What happens next / what they need to do]

[CLOSING]
[Thank you + offer additional help]
```

## Response Templates by Category

### Order Status

**Order Confirmed:**
> Your order #[NUMBER] is confirmed! Here's what's next:
> - Processing: 1-2 business days
> - Shipping: You'll receive tracking via email
> - Delivery: [estimated date range]
>
> Track your order anytime: [tracking link]

**Order Shipped:**
> Great news! Your order #[NUMBER] is on its way.
> - Carrier: [carrier name]
> - Tracking: [tracking number/link]
> - Estimated delivery: [date]
>
> [Tracking link]

**Order Delayed:**
> I apologize for the delay with your order #[NUMBER].
>
> Here's what happened: [brief explanation]
> New estimated delivery: [date]
>
> To make this right, [compensation offer if applicable].
>
> I'll personally monitor this and update you when it ships.

### Returns/Exchanges

**Return Request (Within Policy):**
> I've started your return for order #[NUMBER].
>
> Here's your return label: [link]
> Return deadline: [date]
>
> Once we receive your item:
> - Inspection: 1-2 business days
> - Refund: 3-5 business days to original payment method
>
> Questions? Just reply here.

**Exchange Request:**
> Happy to exchange your [product] for [new size/color/item]!
>
> Two options:
> 1. **Ship first:** Send your return, we'll ship replacement when received
> 2. **Instant exchange:** We ship now, return label included (charged if not returned within 14 days)
>
> Which works better for you?

**Return Outside Policy:**
> I see your order was placed [X days] ago, outside our [X-day] return window.
>
> While I can't process a standard return, here are some options:
> - Store credit for [amount]
> - [Alternative resolution if applicable]
>
> Would either of these work for you?

### Product Questions

**Availability:**
> Great question about the [product]!
>
> Current status: [In Stock / Out of Stock / Pre-order]
> [If OOS: Expected restock: [date] - Want me to notify you?]
>
> [Relevant product link]

**Compatibility/Fit:**
> For the [product], here's what I can tell you:
>
> [Specific answer to their question]
>
> [If sizing] Based on [their measurements/usual size], I'd recommend [size].
>
> Still unsure? Our free returns make it risk-free to try.

**Product Comparison:**
> Great question comparing [Product A] vs [Product B]:
>
> | Feature | [A] | [B] |
> |---------|-----|-----|
> | [Key diff 1] | X | Y |
> | [Key diff 2] | X | Y |
>
> **Best for you if:** [recommendation based on their stated needs]

### Shipping Issues

**Package Not Arrived (Within Window):**
> I checked on your order #[NUMBER]:
>
> - Shipped: [date]
> - Last tracking update: [status] at [location]
> - Expected delivery: [date]
>
> [If delayed] Carriers sometimes update tracking late. If it hasn't arrived by [date], please let me know and I'll [action].

**Package Shows Delivered But Not Received:**
> I'm sorry your package isn't where it should be. Let me help.
>
> Tracking shows delivered to: [location] on [date]
>
> Please check:
> - All entry points (front, back, side doors)
> - With neighbors
> - Any secure locations (behind plants, in garage)
>
> If still missing after checking, reply here and I'll [file claim/send replacement].

**Lost Package:**
> I sincerely apologize that your package appears lost.
>
> I've [filed a claim with the carrier / initiated a replacement].
>
> Your replacement will ship by [date] with expedited shipping at no charge.
> New tracking: [will email when available]
>
> Thank you for your patience.

### Complaints

**Product Quality Complaint:**
> I'm really sorry the [product] didn't meet your expectations. That's not the experience we want for you.
>
> To make this right, I can offer:
> - Full refund (return label included)
> - Replacement with expedited shipping
> - [X]% refund if you'd like to keep it
>
> Which would you prefer? And thank you for letting us know—I'm sharing this with our quality team.

**Service Complaint:**
> I'm sorry we fell short. You deserved better.
>
> What happened isn't acceptable, and I want to make it right.
>
> [Specific resolution offer]
>
> [If systemic] I'm also flagging this internally to prevent it happening to others.
>
> Thank you for giving us the chance to fix this.

## Escalation Criteria

### Immediate Escalation Required

| Trigger | Why | Route To |
|---------|-----|----------|
| Legal threats | Liability | Legal/Manager |
| Media/influencer threats | PR risk | Manager/PR |
| Safety concerns | Urgent | Safety team |
| Fraud suspected | Loss prevention | Fraud team |
| Repeated contacts (>3) same issue | Resolution failure | Supervisor |

### Authorized Resolution Limits

| Level | Refund Authority | Credit Authority | Free Shipping |
|-------|------------------|------------------|---------------|
| **Tier 1** | Up to $50 | Up to $20 | Yes |
| **Tier 2** | Up to $200 | Up to $50 | Yes |
| **Supervisor** | Up to $500 | Up to $100 | Yes |
| **Manager** | Unlimited | Up to $250 | Yes |

## Tone Guidelines

### Adjust by Sentiment

| Sentiment | Tone | Example Opening |
|-----------|------|-----------------|
| **Positive** | Warm, matching energy | "So glad you reached out!" |
| **Neutral** | Friendly, efficient | "Thanks for your question." |
| **Frustrated** | Empathetic, solution-focused | "I understand this is frustrating." |
| **Angry** | Calm, apologetic, action-oriented | "I'm very sorry. Let me fix this right now." |

### Words to Use / Avoid

| Use | Avoid |
|-----|-------|
| "I'll" | "Unfortunately" |
| "Absolutely" | "Policy states" |
| "Let me fix this" | "There's nothing I can do" |
| "I understand" | "You should have" |
| "Happy to help" | "That's not my department" |

## Quality Checklist

Before sending:
- [ ] Addressed their actual question
- [ ] Tone matches their sentiment
- [ ] Clear next steps included
- [ ] No jargon or policy-speak
- [ ] Personalized (not copy-paste feeling)
- [ ] Proofread for errors

## Resources

### references/
- **policy-details.md** — Full return/shipping/warranty policies
- **product-faqs.md** — Common product questions
- **escalation-contacts.md** — Who to contact for escalations

### assets/
- **response-templates.docx** — Full template library
- **macro-library.xlsx** — Quick-response macros