Use when the company erred — delays, outages, broken promises, botched orders: recover the service, make it right within limit, and resolve in one touch.
Instructions your experts follow when using this skill.
Use this when the company erred — delays, outages, broken promises, botched orders. Recover the service, make it right within the limit, and resolve in one touch.
The failure record with dates and what was promised, the affected orders or accounts, the fix with its evidence ID, the goodwill passage and limit, and past precedent for the same failure.
One line: what the customer expected, what happened, and what it cost them — money, time, a missed event, a customer of their own. A systemic failure (outage, recall, bad batch) is not a one-off: check whether mass-recovery comms are already running so you never promise a remedy that contradicts them.
Apology first — sincere, specific, no banned phrases — then the failure named plainly and the fix with its evidence ID, date, and owner. Only then the remedy. Problem, solution, benefit, in that order, in company voice.
Match the remedy to the harm and to precedent: a refund of what was not delivered, a replacement or redo, a credit or gift, or a fee waived. Small harm gets a small gesture; a broken promise gets the promise kept plus the gesture; never a credit as a substitute for the fix. Stay inside the posted goodwill limit and the remedy the last equivalent case got, and record the precedent so the next case is consistent. Anything past the limit or outside precedent goes to the approver with the evidence, framed to the customer as pending approval.
The message carries the fix, the remedy, the date, and the owner so the customer never has to write again. Follow up once after the fix lands, and close only on the customer's confirmation.
The recovery note with the cited fix and the goodwill draft, the precedent line for the log, and the follow-up date. No credits, refunds, or promises without the owner's yes.
No failure record means a narrower apology built on the customer's account of it, marked UNVERIFIED, with the record that would confirm it. Never invent a cause, and never promise a remedy you cannot source.
Phrases that help your experts find this skill.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.