cs-escalation-brief

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Translation

Chinese

Customer Escalation Brief Skill

客户升级简报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.

生成一份清晰简洁的升级简报，为内部利益相关者——VP CS、CCO、产品领导层或CEO——提供了解情况、做出决策并快速行动所需的全部信息。

一份优质的升级简报不是投诉信。它是一份专业文档，陈述事实、如实划分责任，并提出具体的解决方案。

Required Inputs

必要输入信息

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

若未提供以下信息，请主动询问：

账户名称、客户层级和ARR
CSM姓名和账户负责人
升级事件性质——发生了什么，客户的表述
事件时间线——导致升级的事件发展过程
发起升级的客户联系人（姓名、职位、影响力等级）
客户诉求——他们明确提出的要求
我们认为的根本原因
已采取的应对措施
续约日期和当前续约风险评估

Escalation Levels

升级等级

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 escalation, legal, or press	CCO / Legal / Comms	Immediate

根据升级等级校准紧急程度和受众：

等级	触发条件	受众	响应时间
L1 — 账户风险	客户表达不满；续约面临风险	CSM + 客户成功经理	24小时
L2 — 高管升级	客户向其高管上报；要求供应商高管介入	VP CS + 客户经理	4小时
L3 — 流失风险	客户已发出通知或正在进行流失相关沟通	CCO / CEO + 营收领导层	1小时
L4 — 公开风险	客户威胁公开升级、法律诉讼或媒体曝光	CCO / 法务 / 公关	立即响应

Output Format

输出格式

Escalation Brief: [Account Name]

升级简报：[账户名称]

Escalation level: L[1/2/3/4] — [Label] Date raised: [Date] Raised by: [CSM name] Escalation owner: [Name of exec or senior stakeholder now leading response]

升级等级： L[1/2/3/4] — [标签] 提交日期： [日期] 提交人： [CSM姓名] 升级负责人： [领导响应的高管或资深利益相关者姓名]

Account at a Glance

账户概览

Field	Detail
ARR	£/$/€[X]
Tier	Enterprise / Mid-Market / SMB
Customer since	[Date]
Renewal date	[Date] — [N] days away
Renewal risk (pre-escalation)	Green / Amber / Red
Renewal risk (current)	Green / Amber / Red
Customer contact who escalated	[Name, role, seniority]
Executive sponsor (customer)	[Name, role — active / passive / vacant]
Executive sponsor (vendor)	[Name, role]

字段	详情
ARR	£/$/€[X]
客户层级	Enterprise / Mid-Market / SMB
合作起始日期	[日期]
续约日期	[日期] — [N]天后到期
升级前续约风险	Green / Amber / Red
当前续约风险	Green / Amber / Red
发起升级的客户联系人	[姓名、职位、职级]
客户方高管赞助人	[姓名、职位——活跃/被动/空缺]
我方高管赞助人	[姓名、职位]

What Happened — Summary

事件概述

[3–5 sentences. State the facts plainly. What the customer experienced, how they reacted, and how we learned about the escalation. No editorialising. No blame.]

[3-5句话。客观陈述事实。客户的经历、他们的反应，以及我们得知升级事件的途径。不加入主观评论，不指责。]

Timeline

时间线

List in chronological order. Each entry:

[Date / time] — [What happened. Who did what.]

Include:

When the original issue or trigger event occurred
When the customer first raised concerns (informally)
When it escalated (formal escalation or exec involvement)
Actions taken since escalation

按时间顺序列出。每条格式：

[日期/时间] — [事件内容，何人采取了何种行动]

需包含：

原始问题或触发事件发生的时间
客户首次非正式提出担忧的时间
事件升级的时间（正式升级或高管介入）
升级后采取的行动

Root Cause

根本原因

Primary cause: [One clear sentence. What specifically went wrong.]

Contributing factors:

[Factor 1 — be honest about internal failures as well as external ones]
[Factor 2]

Is this a systemic issue or isolated? [ ] Isolated to this account [ ] Pattern seen in other accounts — details: [_______] [ ] Product or process gap that needs fixing

主要原因： [一句话明确说明。具体哪里出了问题。]

次要因素：

[因素1——如实说明内部失误和外部原因]
[因素2]

这是系统性问题还是个案？ [ ] 仅该账户存在 [ ] 其他账户也出现类似情况——详情：[_______] [ ] 产品或流程存在需要修复的漏洞

Customer's Stated Position

客户立场

What the customer says happened: [Their version of events — fair and unfiltered]

What they are asking for: [Their explicit ask — compensation, fix by date, exec call, SLA credit, exit clause]

Sentiment of escalating contact: [Frustrated but constructive / Angry / Seeking exit / Unknown]

Risk of public escalation: Low / Medium / High — [evidence if Medium or High]

客户陈述的事件经过： [他们对事件的描述——客观中立，不添加过滤]

他们的诉求： [明确要求——赔偿、限期修复、高管通话、SLA信用、解约条款]

发起升级联系人的情绪： 不满但愿意沟通 / 愤怒 / 寻求解约 / 未知

公开升级风险： 低 / 中 / 高——[若为中高风险，请提供证据]

Business Impact

业务影响

Impact type	Detail
ARR at risk	£/$/€[X]
Potential churn probability	[X]%
Reputational risk	Low / Medium / High
Reference / case study status	[Was a reference — now at risk / Not a reference]
Expansion pipeline at risk	£/$/€[X]

影响类型	详情
面临风险的ARR	£/$/€[X]
潜在流失概率	[X]%
声誉风险	低 / 中 / 高
参考客户/案例研究状态	[曾为参考客户——现在面临风险 / 非参考客户]
面临风险的拓展业务管线	£/$/€[X]

What Has Been Done So Far

已采取措施

[Action taken — by whom — date — outcome]
[Action taken — by whom — date — outcome]
[Action taken — by whom — date — outcome]

Has a formal apology or acknowledgement been issued? Yes / No

[行动内容——执行人——日期——结果]
[行动内容——执行人——日期——结果]
[行动内容——执行人——日期——结果]

是否已发出正式道歉或确认？ 是 / 否

Proposed Resolution Plan

建议解决方案

Immediate actions (next 24–48 hours):

Action	Owner	By when
[Action]	[Name]	[Date]
[Action]	[Name]	[Date]

Medium-term actions (next 2–4 weeks):

Action	Owner	By when
[Action]	[Name]	[Date]

What we are NOT offering: [Be explicit about what is not on the table — avoids misaligned expectations]

Success criteria: [How will we know the escalation is resolved? What does the customer need to confirm they are satisfied?]

立即行动（未来24-48小时）：

行动	负责人	截止时间
[行动内容]	[姓名]	[日期]
[行动内容]	[姓名]	[日期]

中期行动（未来2-4周）：

行动	负责人	截止时间
[行动内容]	[姓名]	[日期]

我方不提供的内容： [明确说明不可协商的内容——避免预期偏差]

成功标准： [如何判断升级事件已解决？客户需要确认哪些内容才会满意？]

Decision Required from Escalation Owner

升级负责人需做出的决策

[State clearly what decision or resource the escalation owner needs to provide. Be specific — do not make them ask. E.g.: "We need approval to offer a 20% service credit for Q2" or "We need an exec call with [name] within 48 hours."]

[明确说明升级负责人需要做出的决策或提供的资源。具体明确——不要让他们追问。例如：“我们需要批准为Q2提供20%的服务信用”或“我们需要在48小时内安排与[姓名]的高管通话。”]

Communication Plan

沟通计划

Audience	Message	Channel	Owner	By when
Escalating customer contact	[Summary of message]	Email / Call	[Name]	[Date]
Customer exec sponsor	[Summary]	Call	[Name]	[Date]
Internal CS team	[Summary]	Slack / Meeting	CS Manager	[Date]

受众	信息内容	渠道	负责人	截止时间
发起升级的客户联系人	[信息摘要]	邮件 / 电话	[姓名]	[日期]
客户方高管赞助人	[信息摘要]	电话	[姓名]	[日期]
内部客户成功团队	[信息摘要]	Slack / 会议	客户成功经理	[日期]