cs-escalation-brief

# 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 Calibrate urgency and audience based on escalation level: | Level | Trigger | Audience | Response time | |---|---|---|---| | L1 — Account Risk | Customer expressing dissatisfaction; renewal at risk | CSM + CS Manager | 24 hours | | L2 — Executive Escalation | Customer escalated to their exec; requesting vendor exec involvement | VP CS + Account Exec | 4 hours | | L3 — Churn Risk | Customer has issued notice or is in active churn conversation | CCO / CEO + Revenue leadership | 1 hour | | L4 — Public Risk | Customer threatening public escalatio...