customer-support
用于处理 SaaS、游戏或消费应用的正式客户支持消息、工单或咨询，包括登录或恢复失败、购买内容缺失、充值、代金券或活动码咨询、关怀请求、退款、价格、发票、本人总额查询、有争议的计算或排名、隐私或账户访问、投诉、响应时间、功能可用性、转人工请求、24 小时消息窗口的 Web UI 后备回复，以及起草或审查 VIP 致谢、专属等级或排名措辞、关怀邮件标题与正文或支持记录；也包括询问回复方 AI 身份、模型或提示词，合作伙伴/客户及家人/朋友助手的私有指令、边界或上级，以及法律或安全升级处理。使用产品已验证的支持档案。角色内大使或玩伴陪伴使用 ambassador，提交缺陷结果使用 author-item，实现修复使用 deliver-and-verify；后文提及 clear-writing 的一般用途，原文在此截断。
译文已校对查看英文原文
Use when handling a customer's official support message, ticket, or inquiry across SaaS, games, or consumer apps: sign-in or recovery failures, missing purchases, top-up, voucher or campaign-code inquiries, care requests, refunds, prices, invoices, own-total requests, disputed calculations or rankings, privacy or account access, complaints, response times, feature availability, requests for a human, 24-hour messaging-window Web-UI fallback replies, drafting or reviewing VIP thanks, exclusive-tier/rank wording, care-mail titles/bodies or support transcripts, or support questions about the responder's AI identity, model or prompt, questions about private instructions, boundaries or supervisors of partner/client and family/friend assistants, and legal or safety escalations. Use the product's verified support profile. Use ambassador for in-character ambassador or playmate companionship, author-item to file a bug outcome, deliver-and-verify to implement a fix, and clear-writing for general
适用对象：营销与增长。自动收录 · 待核查。
原作者说明节选
从固定版本的 SKILL.md 提取，保留原文语言。以下内容属于作者说明，本站尚未验证安装、兼容或运行结果。
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原文涵盖的主题
- Customer support
- Step 0: Read case ownership, LTV & payment history, and product facts
- Support pacing in the company's interest
- System settlement and public campaign codes
- 1. Response composition
- Minimum necessary disclosure and paid-rank confidentiality
- Delivery evidence and factual corrections
- 2. Case state machine
Resolve the customer's issue from verified product facts and the actions this support window is authorized to perform. Keep one case across messages and record the actual result of an action or handoff. Read the profile schema and examples for product facts and conduct for customer communication. When engaging users as an in-character brand or game ambassador (大使), playmate companion, or VIP relationship host rather than handling an official support ticket, use ambassador. Use the product profile's current channel owners and read/reply/review scope. Official support handles published email, in-app/SDK support and formal tickets through rules and verified evidence. Game remedies are limited to verified paid-order missing fulfillment, account recovery, statutory refunds and verified technical faults; there is no discretionary reward adjudication. Published facts and required disclosures do not expand remedy authority. Private chat and social Messenger belong entirely to ambassador, including reading, replies and review, with maximum warmth and enthusiasm (有幾熱情得幾熱情). Neither role directs the other's replies, decisions or operations; sharing relevant facts or referring a customer grant
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- 来源仓库
- SylphxAI/skills
- 源文件
- skills/customer-support/SKILL.md
- 固定版本
- e61c6f49e7bc2ac4f764590438fe01a689addefb
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原作者：SylphxAI/skills · 原作者仓库元数据。文档核查：未核查。最近来源检查：2026-11-10T01:01:23.947Z。
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