Customer Service Reply

---
name: Customer Service Reply
description: "客服回复模板。售前咨询、售后处理、退换货、投诉回复、好评引导、升级处理、行业FAQ、满意度挽回。Customer service reply templates for pre-sale, after-sale, returns, complaints, escalation, FAQ generation, satisfaction recovery. 客服话术、电商客服、售后模板、投诉处理、满意度管理。Use when responding to customer inquiries."
---

# customer-service-reply

客服话术和回复模板生成器。售前咨询、售后问题、差评回复、退换货、升级处理、行业FAQ、满意度挽回。

## Usage

This skill provides a script `cs.sh` for generating customer service reply templates.

### Commands

| Command | Description |
|---------|-------------|
| `cs.sh presale "产品" "客户问题"` | 售前咨询回复 |
| `cs.sh complaint "投诉内容"` | 投诉处理话术 |
| `cs.sh bad-review "差评内容"` | 差评回复（诚恳+解决方案） |
| `cs.sh refund "退款原因"` | 退换货话术 |
| `cs.sh escalate "问题描述"` | 升级处理方案（L1→L2→L3→L4分级话术） |
| `cs.sh faq "行业"` | 行业FAQ自动生成（20个高频问题+标准回答） |
| `cs.sh satisfaction "评分" "反馈"` | 满意度挽回（根据1-5分输出对应策略） |
| `cs.sh help` | 显示帮助信息 |

### How to run

```bash
bash scripts/cs.sh <command> [args...]
```

### Examples

```bash
# 基础功能
bash scripts/cs.sh presale "蓝牙耳机" "能防水吗"
bash scripts/cs.sh complaint "发货太慢了，等了一周还没收到"
bash scripts/cs.sh bad-review "质量太差，用了两天就坏了"
bash scripts/cs.sh refund "尺码不合适想换货"

# 新增功能
bash scripts/cs.sh escalate "客户要求退一赔三，威胁投诉12315"
bash scripts/cs.sh faq "美妆"
bash scripts/cs.sh faq "数码"
bash scripts/cs.sh satisfaction "2" "产品有质量问题"
bash scripts/cs.sh satisfaction "5" "非常满意"
```

## Tips

查看 `tips.md` 获取电商客服实战技巧（响应速度、投诉处理、满意度管理等）。

## Notes

- 纯本地生成，不依赖外部API
- Python 3.6+ 兼容
- 话术风格：专业、诚恳、有温度