AI for Customer Service Pack

AI for Customer Service is a free skill pack from Polar Bear, a people-ops consultancy. Its 32 skills follow the work of a support desk, from the upset customer to adding a bot, and each one applies a named method or produces one document: a playbook, a policy, a plan or a survey. You paste in what you have (a ticket, a chat log, a policy or an export), and your agent drafts the document and ends it with the decision a named person makes, and by when. It's written for support leads, customer service managers, support agents and customer success managers. What you can do with it - Hard conversations: an abusive-customer policy with warning and end-contact scripts, a de-escalation playbook for phone and chat, a service recovery plan, a complaint-handling procedure, and a refund and exception policy with a decision-rights table - Workload and staffing: occupancy caps and recovery rules, an Erlang C staffing plan with a one-page case for hiring, a backlog recovery plan, and a shift handover in SBAR form - Roles, metrics and coaching: a RACI matrix, a support metrics scorecard, a QA scorecard that scores replies rather than people, a training plan, and role play where your agent plays the customer - Escalations and incidents: an escalation matrix, SLAs and OLAs, bug reports engineering can act on, a release readiness brief, and an incident communication plan - Learning from tickets: CSAT and NPS surveys, a ticket taxonomy, and a 5 Whys root cause analysis - Answers and knowledge: a library of saved replies, knowledge base articles written from solved tickets, and a customer service policy - Service design: a customer journey map, a customer effort score, and a service blueprint - AI and bots: chatbot handoff rules with a loop test script, a self-service deflection plan, and an AI use policy How it works - Each skill asks a few questions, works from what you paste, and returns a filled-in Markdown document. - Each method is credited to a public source, such as KCS, ISO 10002, the UK's HSE guidance, Erlang C and the NIST AI Risk Management Framework, and the pack's evidence notes list them. - One rule runs through it: your agent drafts and routes, a person answers anyone who is upset, at risk or asking for an exception, and no customer is told a bot is a person. Nothing grades or profiles an agent or a customer, and legal points end with "check with a qualified adviser". How to install it In Claude Code, run /plugin marketplace add polar-bear-org/claude-skills, then /plugin install ai-for-customer-service-pack@polar-bear-skills. In Claude.ai or Claude Desktop, upload each skill's zip from the pack's install folder under Customize > Skills. Good to know - It doesn't connect to a help desk. It only sees what you paste, and Polar Bear asks you to anonymise tickets first. - Targets, thresholds and limits are yours to set; the skills don't invent numbers, and examples are marked as examples. - It's free to use inside your company and in client work, but not for resale. That's Polar Bear's own licence, not an open-source one. - Each skill ends with a short note about Polar Bear and its consultancy.

• “Tickets doubled and first reply time tripled. Build me an Erlang C staffing plan and a one-page case for two more hires.”

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• “Our bot keeps looping people who want to cancel. Write handoff rules, the context packet for the agent and a loop test script.”

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• “Engineering keeps bouncing my escalations. Turn this ticket thread into a bug report they can act on.”

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• “Here are last month's ticket tags and top subjects. Find the top drivers and run a 5 Whys on each one.”

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• “Draft a QA scorecard for chat replies that scores the reply, not the agent, and plan our first calibration session.”