# AI for Customer Service: 32 Claude Skills to Run a Support Desk

> AI for customer service: 32 free Claude skills for de-escalation, refunds, staffing, escalations, ticket root causes, the knowledge base and chatbot handoffs.

32 free Claude Skills (Agent Skills) by Pauline Bertry, Polar Bear. For Claude Code, Claude.ai and Claude Desktop.

- Page: https://meet-polar-bear.com/skills/ai-for-customer-service-pack
- Download: https://meet-polar-bear.com/skills/ai-for-customer-service-pack.zip
- Source: https://github.com/polar-bear-org/claude-skills/tree/main/packs/ai-for-customer-service-pack
- License: Free to use inside your company, not for resale.
- For: support leads, customer service managers, support agents, customer success managers

## Install

**Claude Code** — two lines, every skill in the pack at once:

```
/plugin marketplace add polar-bear-org/claude-skills
/plugin install ai-for-customer-service-pack@polar-bear-skills
```

**Claude.ai / Claude Desktop** — download https://meet-polar-bear.com/skills/ai-for-customer-service-pack.zip and upload each skill from its `install/` folder under Settings → Customize → Skills.

**Manually** — copy `packs/ai-for-customer-service-pack/skills/*` from https://github.com/polar-bear-org/claude-skills into `~/.claude/skills/` or a project's `.claude/skills/`.

## The 32 skills

### 1. Cs abusive customer policy (`cs-abusive-customer-policy`)

Produces warn, final warning and end-contact steps, a script per step and channel, a supervisor backup rule and an incident log

Say: "run cs-abusive-customer-policy"

### 2. Cs de escalation playbook (`cs-de-escalation-playbook`)

Produces phone and chat steps, phrases to use and avoid, the “I want your manager” path and a handoff note

Say: "run cs-de-escalation-playbook"

### 3. Cs service recovery plan (`cs-service-recovery-plan`)

Produces an owned-mistake reply, a fix and follow-up plan, a gesture within limits and an apology letter

Say: "run cs-service-recovery-plan"

### 4. Cs complaint handling procedure (`cs-complaint-handling-procedure`)

Produces receive-to-close steps, acknowledgement and outcome letters and a complaint log

Say: "run cs-complaint-handling-procedure"

### 5. Cs refund exception policy (`cs-refund-exception-policy`)

Produces refund wording, a decision-rights table, a precedent log, a never-do list and kind ways to say no

Say: "run cs-refund-exception-policy"

### 6. Cs workload recovery rules (`cs-workload-recovery-rules`)

Produces occupancy caps, breaks between hard contacts, recovery after abuse, cover rules and a team stress check

Say: "run cs-workload-recovery-rules"

### 7. Cs erlang c staffing (`cs-erlang-c-staffing`)

Produces an interval forecast, the agents needed at a service level, occupancy and shrinkage, and a case for more hands

Say: "run cs-erlang-c-staffing"

### 8. Cs backlog recovery plan (`cs-backlog-recovery-plan`)

Produces triage by age and risk, a bulk-reply and merge plan, a pause list and a daily burn-down

Say: "run cs-backlog-recovery-plan"

### 9. Cs shift handover (`cs-shift-handover`)

Produces open tickets with owner and promise made, who talks to each customer, and a holiday cover sheet

Say: "run cs-shift-handover"

### 10. Cs RACI matrix (`cs-raci-matrix`)

Produces owners across support, success, sales, product and engineering, gaps and double owners, and a rule for new asks

Say: "run cs-raci-matrix"

### 11. Cs support metrics scorecard (`cs-support-metrics-scorecard`)

Produces closed versus resolved, first contact resolution, reopen rate, an SLA clock owner per stage and the limits of each number

Say: "run cs-support-metrics-scorecard"

### 12. Cs QA scorecard (`cs-qa-scorecard`)

Produces a reply rubric, a sample plan, a calibration session and same-day coaching notes about replies

Say: "run cs-qa-scorecard"

### 13. Cs training plan (`cs-training-plan`)

Produces a practice-first ramp, a shadow and reverse-shadow schedule, a go-solo checklist and a check that training changed the work

Say: "run cs-training-plan"

### 14. Cs role play scenarios (`cs-role-play-scenarios`)

Produces a scenario bank by contact type, Claude as the customer, debrief questions and a team practice log

Say: "run cs-role-play-scenarios"

### 15. Cs escalation matrix (`cs-escalation-matrix`)

Produces tiers, triggers, target times, the information each route needs, and when a lead or head steps in

Say: "run cs-escalation-matrix"

### 16. Cs SLA OLA (`cs-sla-ola`)

Produces customer targets by priority and channel, internal OLAs, breach rules and a named clock owner

Say: "run cs-sla-ola"

### 17. Cs bug report (`cs-bug-report`)

Produces steps to reproduce, expected and actual result, impact, urgency, a workaround and what the customer was told

Say: "run cs-bug-report"

### 18. Cs release readiness brief (`cs-release-readiness-brief`)

Produces what changes and for whom, the expected confusion, day-one saved replies and articles, and who to call

Say: "run cs-release-readiness-brief"

### 19. Cs incident communication (`cs-incident-communication`)

Produces a first notice, an update cadence, no-ETA wording, an all-clear, a closing note and an agent brief

Say: "run cs-incident-communication"

### 20. Cs CSAT survey (`cs-csat-survey`)

Produces a short post-ticket survey, comment sorting by cause and a monthly summary that names causes, not agents

Say: "run cs-csat-survey"

### 21. Cs ticket taxonomy (`cs-ticket-taxonomy`)

Produces a reason-based tag tree, definitions with examples, a tagging guide and a retire list

Say: "run cs-ticket-taxonomy"

### 22. Cs five whys (`cs-five-whys`)

Produces top drivers by volume, a 5 Whys chain per driver that stops at a process, a fix owner and asks for product

Say: "run cs-five-whys"

### 23. Cs NPS survey (`cs-nps-survey`)

Produces a relationship survey plan, a follow-up question, a close-the-loop rule and what support can and cannot move

Say: "run cs-nps-survey"

### 24. Cs canned responses (`cs-canned-responses`)

Produces saved replies with personal slots, naming rules, an owner and review date per reply, and a retire list

Say: "run cs-canned-responses"

### 25. Cs knowledge base article (`cs-knowledge-base-article`)

Produces an article from a solved ticket, an article state, a gap list and a review cadence

Say: "run cs-knowledge-base-article"

### 26. Cs customer service policy (`cs-customer-service-policy`)

Produces one page per topic, a change log and a what-we-never-say list

Say: "run cs-customer-service-policy"

### 27. Cs customer journey map (`cs-customer-journey-map`)

Produces phases, actions, thoughts and feelings, the contact points where customers write in, and message rewrites

Say: "run cs-customer-journey-map"

### 28. Cs customer effort score (`cs-customer-effort-score`)

Produces the effort question and where to ask it, the effort drivers counted from tickets and comments, and a fix list

Say: "run cs-customer-effort-score"

### 29. Cs service blueprint (`cs-service-blueprint`)

Produces frontstage and backstage actions, support processes, the line of visibility, and fail and wait points

Say: "run cs-service-blueprint"

### 30. Cs chatbot handoff rules (`cs-chatbot-handoff-rules`)

Produces a bot scope table, handoff triggers, a context packet, a disclosure line and a loop test script

Say: "run cs-chatbot-handoff-rules"

### 31. Cs self service deflection (`cs-self-service-deflection`)

Produces the questions to move to self-service, honest resolved-versus-abandoned measures and a second-line restaffing check

Say: "run cs-self-service-deflection"

### 32. Cs AI use policy (`cs-ai-use-policy`)

Produces useful AI tasks with their risks, customer-data and send rules, disclosure wording and a review log

Say: "run cs-ai-use-policy"