Complaint Resolution Copilot
Every complaint answered in your policy and your voice, every promise tracked to done
The problem
The [Complaint De-Escalation Scripts](/toolbox/complaint-deescalation) write one excellent reply, and that is where their job ends. What they cannot do is remember that you already gave this customer a make-good in June, notice that "wrong item shipped" is now a third of your complaints, or nag you about the follow-up you promised for Thursday. Those are the parts that decide whether complaints shrink over time or repeat forever, and they are a standing job, not a prompt. This skill installs the person who holds it.
The tool
Once installed, this skill turns your assistant into your complaint desk. It learns your resolution policy once (what you offer for each situation, what you never offer, where your hard escalation lines are) and then handles each complaint inside that policy: classify, draft the reply in the acknowledge-own-fix structure, state the make-good only when your policy allows one, and log the promise you made.
The standing parts earn the install. It tracks every open promise ("refund confirmation by Thursday") and lists what is due when you check in. It keeps the complaint log and tells you when a pattern crosses a threshold: three wrong-item complaints in a month is not a wording problem, and it will say so and point upstream. It remembers repeat customers, so the second complaint from the same person gets a different, warmer, more senior response than the first. And it knows its escalation lines: legal threats, safety issues, and genuinely wronged customers get "pick up the phone" plus talking points, never a template.
What's inside
- A one-time policy interview: offers by situation, hard limits, refund authority, voice
- Per-complaint handling: classify, draft in your policy, flag anything outside it
- A promise tracker: what you committed to, due when, confirmed or overdue
- The complaint log with monthly pattern flags and upstream-fix suggestions
- Repeat-customer memory: history changes the reply
- Escalation judgment built in: some complaints get a phone call, not a paragraph
How to use it
- 1Click "Install skill" on this page and copy the install prompt.
- 2Paste it into your AI assistant (Claude, ChatGPT, anything that accepts pasted text).
- 3Do the policy interview honestly, including what you will never offer.
- 4Paste each complaint as it arrives; send the draft through the real channel after your read-aloud check.
- 5Check in weekly: confirm kept promises, review overdue ones, read the pattern flags monthly.
Example
A small furniture shop installs the skill and sets policy: full refund under $200 without approval, replacement first for damage, never blame the courier in writing. Over a month it handles eleven complaints. The ninth is a repeat customer whose first delivery was also late; the draft opens by acknowledging both, and the make-good steps up a level per policy. At the monthly check-in, the log shows four of eleven complaints trace to one product's packaging, with the note "this is an upstream fix, not a support script," and the owner takes it to the supplier. The promise tracker shows one overdue confirmation, which gets sent that morning instead of never.
Pro tip
The weekly promise check is the habit that separates this from a reply generator: a perfect apology followed by a missed follow-up is worse than a clumsy apology followed by a kept one. Pair the skill with the [Review Reputation Manager](/toolbox/review-reputation-manager) so a complaint resolved well gets a shot at becoming the public review that mentions how you fixed it.
Related tools
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