---

name: customer-service description: Production customer service system. Use when user wants to (1) create product/customer/operator - create records with optional --mock for auto-generation, (2) read/update/delete - manage records, (3) list - view database, (4) call - start customer service call with info verification and permission control. Supports cold-start customers. Data stored in .ezagent/database/customer_service/.

Customer Service System (Production)

Production-grade customer service response system with:

• Information verification: Query systems before responding
• Permission control: Actions within authority limits
• Cold-start support: Handle unknown callers, save info after call

Commands

Command	Description
create <type>	Create product/customer/operator (use --mock to auto-generate)
read <type>	Read a specific record by name or ID
update <type>	Update an existing record
delete <type>	Delete a record
list	View current database
call	Start customer service call session

Types: product, customer, operator

---

create

Create a record in the database. Use --mock flag to auto-generate realistic data.

Usage

create <type> [--mock]

create product

Required Fields (ask user if not using --mock):

• name: Product/service name
• description: What the product/service does
• features: Key features list
• common_issues: Typical problems customers encounter
• solutions: Standard resolutions for common issues
• faq: Frequently asked questions
• escalation_criteria: When to escalate to supervisor
• sla: Service level agreements
• api_interfaces: System API definitions (see below)
• operator_permissions: Permission rules (see below)

API Interface Example:

{
  "user_subscription": {
    "description": "查询用户订阅状态",
    "endpoint": "/api/user/{user_id}/subscriptions",
    "method": "GET",
    "params": ["user_id"],
    "response_fields": ["subscriptions", "status"],
    "mock_enabled": true
  }
}

Permission Rules Example:

{
  "can_approve_immediately": ["退款<100元", "重置密码"],
  "requires_supervisor": ["退款>=100元", "账户注销"],
  "requires_process": ["投诉处理", "赔偿申请"],
  "forbidden": ["透露其他用户信息"]
}

create customer

Required Fields (ask user if not using --mock):

• name: Customer name
• phone: Phone number (for lookup)
• type: Customer type (new/returning/vip)
• background: Customer background
• communication_style: How they communicate
• special_needs: Any special considerations

create operator

Required Fields (ask user if not using --mock):

• name: Strategy name
• methodology: HEAR, LAST, LEARN, or custom
• greeting: How to open the call
• discovery_questions: Questions to understand issues
• empathy_phrases: Phrases to show understanding
• resolution_steps: Problem-solving process
• objection_handling: Handling difficult situations
• closing_technique: Professional call endings

For methodology details, see references/service-methodologies.md.

--mock Flag

When --mock is specified, generate realistic data using templates from references/mock-templates.md.

For mock products, MUST include api_interfaces and operator_permissions fields.

Save Command

uv run scripts/save_record.py --type <type> --data '<json>'

---

read

Read a specific record by name or ID.

uv run scripts/get_record.py --type product --name '会员订阅服务'
uv run scripts/get_record.py --type customer --id 'abc123'
uv run scripts/get_record.py --type operator --name 'HEAR策略'

---

update

Update an existing record. Provide updates as JSON.

uv run scripts/update_record.py --type customer --name '张先生' --updates '{"phone": "13800138001"}'
uv run scripts/update_record.py --type product --name '会员订阅服务' --updates '{"sla": "24小时响应"}'
uv run scripts/update_record.py --type operator --id 'abc123' --updates '{"methodology": "LAST"}'

---

delete

Delete a record from the database.

uv run scripts/delete_record.py --type customer --name '张先生'
uv run scripts/delete_record.py --type product --id 'abc123'
uv run scripts/delete_record.py --type operator --name 'HEAR策略' --force

---

list

uv run scripts/list_records.py                    # All records
uv run scripts/list_records.py --type product     # Products only
uv run scripts/list_records.py --verbose          # Detailed view

---

call

Start a production customer service call session.

Step 1: Session Initialization

Required parameters from user:

• product: Product/service name
• operator: Service strategy name
• caller_phone (optional): Caller's phone number

If caller_phone provided, search for existing customer. If not found, create cold-start customer record.

If no phone provided, ask user to provide customer name OR indicate this is a new caller.

Step 2: Load Session Data

1. Search for product in .ezagent/database/customer_service/products/
2. Search for operator in .ezagent/database/customer_service/operators/
3. Search/create customer:
   • If phone: lookup by phone, create cold-start if not found
   • If name: lookup by name
   • If new caller: create cold-start record

If product or operator NOT found: Stop and report error.

Step 3: Start Call

Display session start:

--- 客服电话已接通 ---
来电号码: {phone}
产品: {product_name}
客户: {customer_name} {如果是冷启动客户: [新客户]}
策略: {operator_name}
---

You are the customer service representative. Use operator strategy to guide responses.

Step 4: Information Verification (CRITICAL)

Before responding to customer claims, ALWAYS verify first:

1. When customer mentions a service/subscription:

   【系统查询 - Mock】
   接口: GET /api/user/{phone}/subscriptions
   目的: 确认客户是否订阅了该服务
   ---
   

   Generate mock response, then respond based on result.

2. When customer disputes charges:

   【系统查询 - Mock】
   接口: GET /api/user/{phone}/billing?date=2026-01-25
   目的: 查询账单明细
   ---
   

3. If service not found in system:

   • Don't assume customer is wrong
   • Ask clarifying questions: "我们系统中没有找到名为'大会员'的服务，您手机上显示的服务名称是什么？"
   • Offer similar services if applicable

Step 5: Permission Control (CRITICAL)

Before agreeing to customer requests, check permissions:

When customer requests an action (refund, extension, cancellation, etc.):

1. Check against operator_permissions in product data

2. Display permission check:

   【权限检查结果】
   操作: 退款50元
   状态: ✓ 可立即批准
   说明: 在权限范围内（退款<100元）
   ---
   

3. If requires approval:

   【权限检查结果】
   操作: 退款200元
   状态: ⚠ 需要主管审批
   说明: 超出当前权限（退款>=100元）
   流程: 请告知客户需要主管审批，预计2小时内回复
   ---
   

4. Respond appropriately:

   • Approved: Proceed with action
   • Needs supervisor: "这个需要我向主管申请，预计2小时内给您回复，可以吗？"
   • Needs process: "这个需要您提交正式申请，我帮您记录工单..."
   • Forbidden: "非常抱歉，这个我们无法处理，因为..."

Step 6: Conversation Guidelines

Response pattern:

1. Acknowledge customer's concern
2. Query relevant system (show mock block)
3. Check permission if action needed (show permission block)
4. Provide response based on verified information and authorized actions

Example exchange:

客户: 我没有订阅大会员，为什么扣了我15块钱！

【系统查询 - Mock】
接口: GET /api/user/138xxxx1234/subscriptions
响应: {
  "subscriptions": [
    {"name": "超级会员", "fee": 15.00, "start_date": "2025-12-20", "auto_renew": true}
  ]
}
---

客服: 我理解您的困惑。我查了一下您的账户，发现您在2025年12月20日开通了"超级会员"服务，月费15元，目前是自动续费状态。您说的"大会员"可能就是这个服务？如果您希望取消自动续费，我可以帮您处理。

Step 7: End Call and Save

When user says "结束通话", "exit", or indicates call complete:

1. Display: --- 客服电话已结束 ---

2. Collect information learned during call (for cold-start customers):

   • Customer's actual name (if revealed)
   • Issue type
   • Communication preferences
   • Any special notes

3. Build conversation array:

   [
     {"role": "agent", "content": "..."},
     {"role": "customer", "content": "..."}
   ]
   

4. Generate summary:

   {
     "resolution_status": "resolved|partially_resolved|unresolved",
     "issue_summary": "...",
     "actions_taken": ["..."],
     "follow_up_required": true/false,
     "customer_updates": {
       "name": "张先生",
       "communication_style": "直接简洁"
     }
   }
   

5. Save session (includes customer info update for cold-start):

   uv run .claude/skills/customer-service/scripts/save_session.py \
     --claude-session "<claude_code_session_id>" \
     --product "<product_name>" \
     --customer "<customer_name>" \
     --operator "<operator_name>" \
     --review '<json_summary>' \
     --conversation '<json_conversation>' \
     --update-customer '<customer_updates_json>'
   

   Session ID Format: cs_{YYYYMMDD}_{seq}_{claude_session_id}

   • cs: customer-service 类型前缀
   • YYYYMMDD: 日期
   • seq: 当天序号（3位数字，如 001）
   • claude_session_id: 当前 Claude Code 对话的 session ID

   示例：cs_20260125_001_abc123

6. Display summary to user.

---

Database Structure

.ezagent/database/customer_service/
├── products/
│   └── <id>_<name>/
│       ├── info.json          # Includes api_interfaces, operator_permissions
│       └── README.md
├── customers/
│   └── <id>_<name>/
│       ├── info.json          # Includes interaction_history
│       └── README.md
├── operators/
│   └── <id>_<name>/
│       ├── info.json
│       └── README.md
└── history/
    └── cs_{YYYYMMDD}_{seq}_{claude_session_id}/
        ├── session.json       # Includes full conversation
        └── README.md

---

Quick Reference

Mock Data Block Format

【系统查询结果 - Mock】
接口: {METHOD} {endpoint}
响应: {json_data}
---

Permission Check Format

【权限检查结果】
操作: {action}
状态: {✓ 可立即批准 | ⚠ 需要主管审批 | ⚠ 需要走流程 | ✗ 禁止操作}
说明: {reason}
---

Service Methodologies

• HEAR: Hear → Empathize → Apologize → Resolve
• LAST: Listen → Apologize → Solve → Thank
• LEARN: Listen → Empathize → Ask → Resolve → Notify

For detailed guidance, see references/service-methodologies.md.