Playbooks
Practitioner playbooks on running customer service in the real world. Written from twenty years on the floor — contact centers, biopharma support, healthcare SaaS — not twenty years in a vendor boardroom. Built for the team of one to five who got handed CS and is trying to make it work.
A template system your customers can't detect: the 70/30 rule, the three human seams, the five-template core library, quarterly rot review, and where AI fits — from twenty years in contact centers.
The all-caps email landed and your instinct is to defend yourself — that's the mistake. The de-escalation framework from twenty years running contact centers: acknowledge before you solve, the six moves that calm a furious customer, and the polite lines that quietly make it worse.
The actual operating model for solo customer service: 24-hour backlog rescue protocol, five systems to install, honest read on what AI does and doesn't do for the team of one.