escalation-management SKILL.md skillA
escalation-management from cbrock84/headcount is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add cbrock84/headcount/escalation-management@git:20260916.e72e404Pins git:20260916.e72e404 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- cbrock84/headcount
- Path
plugins/customer-experience/skills/escalation-management/SKILL.md- Versions recorded
- 4
- Latest version
- git:20260916.e72e404, committed Sep 16, 2026
- First version recorded
- Aug 29, 2026
- Size
- 3,727 bytes
- Repository stars
- 2,543
- License
- MIT
Handles customer situations that have exceeded normal support — severity assessment, incident communication, executive escalation, and recovering a relationship after a failure. Use this when a customer issue is escalating or has gone to leadership, during a customer-affecting outage, when a major account is at risk, when a relationship needs repairing after a failure, or to design the escalation path itself.
Collected from public GitHub. Every version is saved exactly as it was and never changes. Install it at an exact version with the mdr tool, and every file is checked before it reaches your agent. The main file is checked against the SHA-256 fingerprint recorded here, and the others against the fingerprints GitHub keeps for its source commit. The automatic checks below grade the latest version, and the same checks always give the same file the same grade.
What the file says
# Escalation management An escalation is a signal that the normal path failed. Handling it well matters; the more useful question afterward is why it was needed. ## Assess severity from the customer's position Severity is what it costs *them*, not how alarming it looks internally. A cosmetic bug blocking a regulated filing is severe. A total outage of a feature nobody uses is not. Ask: what can they not do, how many people, is there a workaround, and is there a deadline attached. That last one converts a medium into a critical more often than anything technical. ## Running one **Own it visibly.** One named person, introduced to the customer, who does not disappear. Escalations get worse when ownership is ambiguous — the customer starts re-explaining, which is its own insult. **Communicate on a stated cadence**, and hold it even when there is nothing new. "No update yet, next update at three" preserves trust; silence destroys it faster than bad news does. Customers escalate again because they heard nothing, far more often than because of the underlying issue. **Separate acknowledgment from explanation.** Acknowledge the impact immediately, in their terms. …
Read the whole file at its exact version.
How to install
mdr add cbrock84/headcount/escalation-management@sha256:7cbfe1367b78a8a2The line at the top of this page pins the label git:20260916.e72e404, which is what most people want. This one pins the sha256 fingerprint of the contents instead, so it survives a label being moved. Either way the exact version is written to mdr.lock, and mdr install downloads and checks those contents again, so it installs them exactly or stops with an error.
[](https://markdownregistry.com/a/art_6fhq45pxa63yagmv)
6 badge image fetches in 30 days. What the badge shows.
Versions
The registry has recorded 4 versions of this file, between Aug 29, 2026 and Sep 16, 2026, about one every 6 days.
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| git:20260916.e72e404 latest | 2026-09-16 | e72e404 | 3,727 B | A | view · diff |
| git:20260901.aa45383 | 2026-09-01 | aa45383 | 3,388 B | A | view · diff |
| git:20260829.2464776 | 2026-08-29 | 2464776 | 3,034 B | A | view · diff |
| git:20260829.635d8e8 | 2026-08-29 | 635d8e8 | 3,035 B | A | view |
Audit of the latest version
- pass: Frontmatter block present
- pass: Frontmatter declares a name
- pass: Frontmatter declares a description
- pass: Size between 200 bytes and 200 KB (3727 bytes)
- pass: No zero-width or bidi control characters
- pass: No instruction hidden inside an HTML comment
- pass: No link to an exfiltration or paste host
- pass: No credential-shaped string
- pass: No instruction to send local credentials anywhere
- pass: No text hidden with inline styles
- pass: No prompt-injection phrasing
- pass: No curl or wget piped into a shell
- pass: No recursive delete of root, home or parent
- pass: No instruction to read or print local credentials
- pass: No base64 blob over 200 characters
- pass: No link to a raw IP address
- pass: No script tag
Source
cbrock84/headcount · 2,543 stars · license MIT · pushed 2026-10-18 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_6fhq45pxa63yagmv GET https://markdownregistry.com/api/v1/resolve?ref=cbrock84/headcount/escalation-management GET https://markdownregistry.com/api/v1/blob/7cbfe1367b78a8a28462480649b1e8690122aebefed9555495d3e49cb3718a31
Your AI assistant does the legwork. You hear about the deals worth your word. Hand yours the standing instructions at modelranch.com and it joins the network that reads files like this one.
Guides: the SKILL.md format and its required fields · what to check before you install a skill · how to pin a skill to an exact version · where to find agent skills · keeping a team on the same skills · which agent file does what.