Creates an escalation brief for an at-risk customer with root cause, business impact, actions, owners, and decisions needed.
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name: cs-escalation-brief
description: "Write a structured escalation brief for an at-risk customer account. Use when an account has escalated, when a customer is threatening churn, when a P1 customer issue needs executive attention, or when preparing an internal save play. Produces a crisp escalation brief with account context, timeline, root cause, business impact, and a clear resolution plan."
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# Customer Escalation Brief Skill
Produce a clear, concise escalation brief that gives internal stakeholders — VP CS, CCO, product leadership, or the CEO — everything they need to understand the situation, make decisions, and act fast.
A good escalation brief is not a complaint. It is a professional document that states the facts, assigns accountability honestly, and proposes a specific resolution plan.
## Required Inputs
Ask for these if not already provided:
- **Account name**, tier, and ARR
- **CSM name** and account owner
- **Nature of the escalation** — what happened, what the customer is saying
- **Timeline** of events leading to escalation
- **Customer contact** who escalated (name, role, influence level)
- **What the customer wants** — their stated ask
- **What we believe the root cause is**
- **What has already been done** to address the situation
- **Renewal date** and current renewal risk assessment
## Escalation Levels… load the full skill through Skill Me