IRON LAW: Tier the Support, Not the Customer

Every customer deserves quality service. But not every issue needs a
senior specialist. Route by ISSUE COMPLEXITY, not by customer "importance."

L1 handles 70-80% of volume (simple, repeatable)
L2 handles 15-20% (requires expertise)
L3 handles 5% (requires engineering or management)

[Greeting] Hi {name}, thank you for contacting us.

[Acknowledge] I understand you're experiencing {issue}.

[Action] Here's what I've done / Here's what we'll do:
1. {specific action}
2. {timeline}

[Next steps] {what the customer should expect / do next}

[Close] Is there anything else I can help you with?

# Customer Service SOP: {Business}

## Support Tiers
| Tier | Scope | Team Size | Tools |
|------|-------|----------|-------|
| L1 | {scope} | {N people} | {tools} |
| L2 | {scope} | {N} | {tools} |
| L3 | {scope} | {N} | {tools} |

## SLA Targets
| Priority | First Response | Resolution | Escalation |
|----------|--------------|-----------|-----------|
| P1 | {time} | {time} | {to whom} |
| P2 | ... | ... | ... |

## Top 10 Contact Reasons
| # | Reason | Volume % | Resolution | Template? |
|---|--------|---------|-----------|----------|
| 1 | {reason} | {%} | L1/L2 | Y/N |

## Escalation Flowchart
{Decision tree for when to escalate}

## Quality Metrics
| Metric | Target |
|--------|--------|
| First Contact Resolution | > 70% |
| CSAT | > 4.2/5 |
| Avg Response Time | < {X} hours |
| Escalation Rate | < 20% |