support-scripts

# Support Scripts Every ecommerce brand faces the same thirty customer service situations repeatedly — where is my order, the product arrived damaged, I want a refund, the size is wrong, the discount code didn't apply — yet most small teams respond freestyle every time, creating inconsistent tone, slower resolution, and burned-out staff. This skill builds a tailored library of pre-written response templates for your most frequent inquiry types, calibrated to your brand voice and platform policies, so your team or VA can resolve tickets faster without sacrificing quality or empathy. ## Use when - You are onboarding a new customer service VA or team member on TikTok Shop, Shopee, or your Shopify store and need a set of ready-to-send reply templates they can use from day one without guessing what tone or information to include. - Your average response time is too slow because agents spend too long writing individual replies, and you want to cut handle time by giving them a structured script library for the 10–15 situations that account for 80% of your ticket volume. - You have had complaints about inconsistent or robotic-sounding replies from your support team and want to create templates that sound warm and on-brand while still being efficient to send. - You are scaling into a new market or platform (e.g., launching on Amazon or TikTok Shop US from an existing Shopee base) and need to build a fresh response library that reflects the platform's norms and your updated policies. ## What this skill does This skill takes your list of common inquiry types, your brand voice guidelines, and your current policies around shipping, returns, and refunds, then generates a full library of ready-to-use response templates. Each template includes a subject line or opener, a body with empathetic acknowledgment, the key information the customer needs, any required next steps or instructions, and a closing that reinforces brand trust. Templates are tagged by inquiry type and platform so your team can locate and customize them quickly. Where tone matters — for example, a refund denial versus a shipping delay apology — the skill generates multiple tone variants so agents can choose the most appropriate one for context. ## Inputs required - **Inquiry type list** (required): List the 5–20 customer service scenarios you want templates for, such as "WISMO (where is my order)", "damaged item", "refund request", "wrong item received", "discount code not working". Be specific — the more precise the scenario, the more usable the template. - **Brand voice description** (required): Describe your brand tone in 2–5 words or sentences (e.g., "friendly and reassuring, like talking to a helpful neighbor" or "professional but warm, never corporate-sounding"). Include any words or phrases to avoid. - **Policy details** (optional): Current return window, refund method, shipping SLA, and any platform-specific rules (e.g., TikTok Shop's 30-day return policy) so templates accurately reflect what you can and cannot promise customers. ## Output format The output is organized as a numbered template library. Each entry contains: a **Template ID and Name** (e.g., "CS-04: Damaged Item Received"), the **Trigger Scenario** describing when to use it, the **Full Response Text** ready to copy and customize, **Personalization Placeholders** in brackets (e.g., [Customer Name], [Order Number], [Expected Delivery Date]), and a **Usage Note** flagging any edge cases or tone variants to consider. Templates are grouped by category (Order Issues, Returns & Refunds, Product Questions, Promotions) for easy navigation. ## Scope - Designed for: ecommerce operators, customer service managers, TikTok Shop sellers, Shopify DTC brands - Platform context: TikTok Shop, Shopee, Amazon, Shopify, platform-agnostic - Language: English ## Limitations - Templates are starting points and must be reviewed and customized to match your exact policies before use — sending them verbatim without updating placeholders and policy details can create customer confusion or legal exposure. - This skill does not integrate with helpdesk platforms like Gorgias, Freshdesk, or Zendesk — templates are text outputs that must be manually imported or copy-pasted into your system. - Highly jurisdiction-specific legal requirements (e.g., EU consumer protection law, Australian Consumer Law mandated refund rights) require verification by a qualified professional before being reflected in customer-facing templates.