How does it handle frustrated or upset customers?

The skill prioritizes empathy and acknowledgment, using a 'Candid' or 'Accountable' tone spectrum to provide concrete action plans and shorter feedback loops for escalated situations.

Does the skill handle different communication channels like Slack or Email?

Yes, it includes specific length and formatting guidelines for Chat/IM, Support Tickets, Email, and Executive communications to ensure the message fits the medium.

What types of communication can this skill help draft?

It is designed for a wide range of customer-facing scenarios including bug reports, billing issues, feature requests, service outages, follow-ups, and executive escalations.

Can I use this for internal team communications?

While primarily focused on customer-facing responses, its principles of directness, ownership, and clear next steps are highly effective for internal stakeholder management and project updates.

Customer Response Drafting

Name: Customer Response Drafting
Author: anthropics

byanthropics

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8,000

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生产力与工作流

Drafts professional, empathetic, and structured customer-facing communications adapted to specific urgency, channels, and relationship stages.

The Response Drafting skill transforms Claude into an expert customer success and support communicator. It provides a comprehensive framework for generating high-quality responses to support tickets, bug reports, service outages, and feature requests. By applying core principles like 'leading with empathy' and 'closing the loop,' the skill ensures every interaction is direct, honest, and actionable. It intelligently adjusts tone and length based on the platform—from concise chat messages to detailed executive escalations—while maintaining a consistent professional standard that builds customer trust and reduces friction during difficult conversations.

主要功能

01Relationship-based personalization for new vs. established customers

028,000 GitHub stars

03Structured communication framework (Acknowledgment, Core Message, Next Steps)

04Standardized escalation and follow-up cadence guidance

05Channel-specific length and style optimization

06Situation-aware tone mapping from celebratory to urgent

使用场景

01Responding to high-priority bug reports with concrete timelines and workaround instructions

02Communicating feature request denials or technical limitations without damaging the customer relationship

03Drafting empathetic and transparent notifications during a technical service outage

What are Skills?·How to Install

Install with 🐟 Skill.Fish

npx skillfish add anthropics/knowledge-work-plugins response-drafting

For use in Claude.ai and ChatGPT

Download Skill