Service client
Skills Gemini Enterprise : service client.
المهارات 8
- مهارة
Complaint escalation brief
Builds a one-page escalation brief for a serious customer complaint: verified facts, timeline, customer impact, severity rating, applicable policy with sources, resolution options with cost and risk, a recommended resolution for a human decision-maker, and a holding reply to the customer.
- مهارة
Customer policy Q&A
Answers questions about customer policies such as returns, exchanges, refunds, warranty, repair and workshop services, second-hand buy-back, rental, delivery and click-and-collect, strictly from the official policy documents found in Drive or Confluence, with the exact quote, link, country scope and version date, and says clearly when no source covers the case.
- مهارة
Customer reply drafter
Drafts a reply to one customer message (email, chat, marketplace message, app or store review, social comment) that acknowledges the emotion, states only policy that is sourced, proposes a concrete solution and next step, and adapts length and tone to the channel, with a short and a full variant.
- مهارة
KB article writer
Writes a knowledge base or help-center article from resolved cases, tickets, workshop notes or product documentation, following Knowledge-Centered Service (KCS): issue in the customer's words, environment, step-by-step resolution, cause, edge cases and when to contact support, in an internal agent version and a customer-facing version.
- مهارة
Product review insights
Mines customer ratings and reviews of a product or range to give product teams evidence they can act on: rating distribution and trend, pros and cons by sport usage and context, suspected defects with counts and first-seen dates, sizing and fit signals, information gaps on the product page, and prioritized actions for design, quality, product page and service.
- مهارة
Response template library
Builds or refreshes a library of reusable customer-service response macros for the top contact reasons: each macro has a usage rule, personalization fields, channel variants for email, chat and public review, a policy source link and an 'if not' branch, and the set comes with a naming convention and a review owner.
- مهارة
Ticket triage
Triages a batch of customer tickets or messages: assigns a contact reason, a priority from an impact x urgency matrix, a routing team, flags duplicates and safety or legal cases, and detects emerging issues such as a spike on one product or delivery zone, then outputs a sorted queue and proposed field updates.
- مهارة
Voice of the Customer report
Produces a Voice of the Customer report from tickets, reviews, survey verbatims and store feedback over a period: contact-reason volumes and trends, themes with representative anonymized verbatims, root-cause coding (product, information, process, delivery, store service, policy), impact sizing and an owner-assigned action list.