escalation-playbook SKILL.md skillA
escalation-playbook from qa-aman/claude-skills is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add qa-aman/claude-skills/escalation-playbook@git:20260303.6cb4f23Pins git:20260303.6cb4f23 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- qa-aman/claude-skills
- Path
skills/by-role/customer-success/escalation-playbook/SKILL.md- Versions recorded
- 1
- Latest version
- git:20260303.6cb4f23, committed Mar 3, 2026
- Size
- 6,865 bytes
- Repository stars
- 21
- License
- MIT
De-escalate a customer crisis using a structured acknowledge-triage-DRI-cadence-resolution framework. Use when user says "customer escalation", "angry customer", "exec escalation", "customer threatening to leave", "fire drill", "critical customer issue", "customer is livid", "customer complaint escalated", or "how do I handle this" about a tense situation - even if they don't say "escalation" explicitly. Applies to CSMs and CS managers managing high-stakes customer crises.
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
## Overview An escalation is a moment of peak emotional intensity and minimum trust. Based on de-escalation principles from CS literature and conflict resolution frameworks, the goal is not to win the argument - it is to restore enough trust to solve the problem together. The core insight: customers escalate because they feel unheard, not just unsolved. Acknowledging the experience before defending the product is the single biggest trust lever in an escalation. Speed of response and clarity of ownership are close seconds. ## Workflow ### Step 1: Acknowledge within 2 hours Acknowledge does not mean apologize for things not yet understood. It means recognizing impact. Send within 2 hours of escalation reaching you: > "[Customer name] team - I hear you. What you've described is not acceptable and I take > personal ownership of getting this resolved. I'm pulling together the right people right > now and will have a status update to you by [specific time today]." Key elements: - Personal ownership: "I" not "we" or "the team" - No defensiveness, no explanation - Specific next communication time (not "soon" or "ASAP") …
Read the whole file at its exact version.
How to install
mdr add qa-aman/claude-skills/escalation-playbook@sha256:02aab7b662defc97The line at the top of this page pins the label git:20260303.6cb4f23, 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_dztfhla4cenh6tzg)
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Versions
The registry has recorded 1 version of this file, committed on Mar 3, 2026.
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 (6865 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
qa-aman/claude-skills · 21 stars · license MIT · pushed 2026-10-19 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_dztfhla4cenh6tzg GET https://markdownregistry.com/api/v1/resolve?ref=qa-aman/claude-skills/escalation-playbook GET https://markdownregistry.com/api/v1/blob/02aab7b662defc976fb661692b317d9780e42b18a378b282878b0d1df21da1e7
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.