Tw Ecom Operations Customer Service

---
name: "tw-ecom-operations-customer-service"
description: "Taiwan e-commerce customer service — LINE / Messenger / email / phone channel mix, 消保法鑑賞期 scripts, PTT/Dcard reputation monitoring, 負評 response, and SLA targets for the TW market. Use when designing CS SOP, training CS agents, or responding to viral 負評. Do NOT use for generic chatbot design (use `cs-chatbot-design`). STATUS: SKELETON — body pending."
metadata:
  category: "WP-01 電商"
  domain: "ecommerce-tw"
  layer: "operations"
  related_mcps: []
  related_skills: ["cs-sop", "cs-chatbot-design", "tw-ecom-compliance-consumer", "pr-crisis-response"]
  last_verified: "2026-04"
  status: "skeleton"
  tags: ["taiwan", "e-commerce", "customer-service"]
---

# Taiwan E-Commerce Customer Service

> **STATUS: SKELETON** — body pending.

## When to use this skill

- Designing a CS SOP for a TW store
- Training agents on 鑑賞期 / 退貨 scripts
- Monitoring PTT / Dcard / mobile01 for 負評
- Responding to a viral 負評 thread
- Setting SLA targets (first-response / resolution)

## Do NOT use when

- Generic chatbot design → `cs-chatbot-design`
- Crisis PR (non-CS) → `pr-crisis-response`

## Core concepts

TODO: channel mix, TW consumer complaint culture, PTT / Dcard etiquette.

## Decision tree

TODO: complaint → channel → script template.

## Implementation guidance

TODO: SOP template, escalation ladder, monitoring setup.

## Gotchas

TODO: 5-6 pitfalls (鑑賞期 over-promise, PTT Streisand effect, LINE 1-to-1 burnout, negative-review response template pitfalls, 消保官 tone).

## IRON LAW

TODO.

## Output Format

TODO.

## Related

- `cs-sop`
- `tw-ecom-compliance-consumer`
- `pr-crisis-response`

_Last verified: 2026-04_