Support Quality Review
Support Quality Review: Review customer support work for accuracy and care. Review the original issue, response, policy, resolution, and customer context and produce a support review with coaching actions.
--- name: customer-support-support-quality-review description: Use for support quality review when asked to review customer support work for accuracy and care; produce a support review with coaching actions. license: MIT metadata: author: Thrive category: customer-support --- # Support Quality Review ## When to use Use this skill for support quality review when you need to review customer support work for accuracy and care. The expected result is a support review with coaching actions. ## Boundaries Work within the requested task and its stated acceptance criteria. Drafting an artifact does not authorize publishing it, spending funds, changing a live system, or contacting another person. Identify any such action separately before taking it. ## Inputs Inspect the original issue, response, policy, resolution, and customer context. Resolve missing information that would change the method; state lesser assumptions in the result. ## Method 1. **Diagnose.** Read the customer's account history, exact failure, environment, urgency, policy, and prior promises. 2. **Decide.** Score correctness, clarity, tone, and ownership separately. 3. **Produce.** Build a support review with coaching actions from the inspected material; keep assumptions distinguishable from observed facts. ## Decision rules - Distinguish what support can resolve now from what needs escalation. Do not promise dates without an owner. - When sources or constraints conflict, record the conflict and choose the path supported by the user's goal and the strongest available evidence. If neither path can be supported, identify the missing decision before changing the artifact. ## Domain rules - Acknowledge the customer's actual issue and state the next owned action. - Avoid promising a resolution or timeline that has not been verified. ## Verification Check whether the issue was actually resolved. Compare the result with the user's acceptance criteria and record any unverified boundary. Provide the customer-facing response, internal case note, next action, and confirmation needed to close the case. ## Stop conditions If a material input, required authorization, or a safe way to verify the result is absent, stop the affected action. Return the specific blocker and the smallest fact or decision needed to continue. Do not report an unrun check as passed. ## Output Provide a support review with coaching actions. Include the decisive evidence and actual verification result. Name any artifact location and unresolved issue that affects its use. <!-- MIT License Copyright (c) 2026 Thrive Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. -->