35 lines
1.6 KiB
Markdown
35 lines
1.6 KiB
Markdown
---
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name: run-escalation-playbook
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description: Coordinates high-risk customer escalations with exec updates and remediation owners.
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usage: /customer-success:run-escalation-playbook --account "Nimbus Corp" --severity critical --timeline 14d --comm-channel exec
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---
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# Command: run-escalation-playbook
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## Inputs
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- **account** – customer/account name or ID.
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- **severity** – low | medium | high | critical.
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- **timeline** – resolution target (7d, 14d, 30d, custom).
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- **comm-channel** – exec | cs-lead | customer | internal-only.
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- **drivers** – optional list of root causes to highlight (adoption, value, product, support, executive).
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## Workflow
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1. **Brief Creation** – compile account context, risk signals, contract info, and stakeholders.
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2. **War Room & Owners** – assign workstream leads (product, eng, support, exec sponsor) with cadence.
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3. **Remediation Plan** – outline milestones, dependencies, and success metrics.
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4. **Communications** – generate internal/external updates, exec talking points, and approvals.
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5. **Closeout & Lessons** – document outcomes, update risk registers, and refresh playbooks.
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## Outputs
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- Escalation brief with timeline, owners, and risk summary.
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- Update templates (internal + external) with decisions and next steps.
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- Post-mortem report with lessons, prevention actions, and follow-ups.
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## Agent/Skill Invocations
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- `escalation-strategist` – leads war room + comms.
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- `customer-health-director` – tracks risk register + exec summaries.
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- `executive-ebr-kit` skill – formats leadership-ready updates.
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- `sentiment-feedback-loop` skill – incorporates customer sentiment + voice.
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---
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