cs-de-escalation-playbook SKILL.md skillA
cs-de-escalation-playbook from polar-bear-org/claude-skills is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add polar-bear-org/claude-skills/cs-de-escalation-playbook@git:20261026.a2f0899Pins git:20261026.a2f0899 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- polar-bear-org/claude-skills
- Path
packs/ai-for-customer-service-pack/skills/cs-de-escalation-playbook/SKILL.md- Versions recorded
- 2
- Latest version
- git:20261026.a2f0899, committed Oct 26, 2026
- First version recorded
- Sep 27, 2026
- Size
- 5,470 bytes
- Repository stars
- 51
- License
- a license file GitHub does not identify
Builds a de-escalation playbook with phone and chat steps, phrases to use and avoid, the "I want your manager" path and a handoff note so the customer does not repeat themselves. Use for "run cs-de-escalation-playbook", "how to handle angry customers", "how to deal with difficult customers", "what to say to an angry customer", "customer wants to speak to a manager", "calm down an upset caller", "de-escalation phrases", part of the AI for Customer Service Pack by 90n.
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
# De-escalation Playbook ## When To Use An angry customer is on the line and the agent does not know what to say next. Use it to give the team one order of steps, words that work on phone and in chat, and a clean path when the customer asks for a manager. The question it answers: what does the agent say in the next minute, and how does a lead take over without the customer starting again? ## When Not To Use Once the customer is abusive or threatening, stop de-escalating and run Abusive Customer Policy. If the anger is justified because we got something wrong, the playbook calms the contact but Service Recovery Plan fixes it. ## Inputs - Three to five recent angry contacts (transcripts or summaries, names removed) and how they ended. - Your channels, and who takes over when a customer asks for a manager. - Any phrases your team already uses, good or bad. If you have none of this, I start from a generic phone and chat pass with blank examples, and mark the output as a first draft. ## Approach …
Read the whole file at its exact version.
How to install
mdr add polar-bear-org/claude-skills/cs-de-escalation-playbook@sha256:0c2378ccce9bbf6eThe line at the top of this page pins the label git:20261026.a2f0899, 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_7ncoo5xfkunwx5vy)
1 badge image fetches in 30 days. What the badge shows.
Versions
The registry has recorded 2 versions of this file, between Sep 27, 2026 and Oct 26, 2026, about one every 29 days.
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| git:20261026.a2f0899 latest | 2026-10-26 | a2f0899 | 5,470 B | A | view · diff |
| git:20260927.63d5f36 | 2026-09-27 | 63d5f36 | 5,422 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 (5470 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
polar-bear-org/claude-skills · 51 stars · license a license file GitHub does not identify · pushed 2026-10-26 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_7ncoo5xfkunwx5vy GET https://markdownregistry.com/api/v1/resolve?ref=polar-bear-org/claude-skills/cs-de-escalation-playbook GET https://markdownregistry.com/api/v1/blob/0c2378ccce9bbf6e5e940bec982ad64268b0eefcc7ea4b9e2bf5b8109039cb67
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.