Write a service level policy for our support team
Clear response and resolution targets by priority and channel, with priority definitions and what happens when a target is missed.
The prompt
Help me write a service level policy for our support team.
Channels and hours: [e.g. email 24/7, chat 9-6 ET weekdays, phone for enterprise only]
Customer tiers: [e.g. free, standard, premium, enterprise]
Current actual performance: [median first response and resolution times by channel]
Contractual commitments: [ANY SLAs in customer contracts]
Team size and coverage: [DETAILS]
Business priorities: [e.g. "protect enterprise renewals", "keep costs flat"]
Draft:
1. Priority definitions (e.g. P1 to P4) based on impact and urgency, with 2 concrete examples each, so agents classify consistently.
2. A target table: Priority x Tier x Channel with first response time, next response time, and target resolution or update frequency. Note business hours vs. calendar hours.
3. Rules: when the clock starts, pauses (e.g. waiting on customer), and stops.
4. Escalation when a target is about to be missed and when it is missed.
5. How we'll measure and report compliance (percentage within target, not averages).
6. A short customer-facing version.
Rules: targets must be achievable with my current performance and staffing; flag any target that looks unrealistic based on what I shared. Don't copy contractual SLAs into the internal policy without marking them [CONTRACTUAL - CONFIRM WITH LEGAL].
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- e.g. free, standard, premium, enterprise
- median first response and resolution times by channel
- ANY SLAs in customer contracts
- DETAILS
- e.g. "protect enterprise renewals", "keep costs flat"
- CONTRACTUAL - CONFIRM WITH LEGAL
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
Related prompts
- Respond to a customer complaint at a bank or financial firmA fair, compliant complaint response that addresses each issue, explains the outcome, and states the customer's escalation rights.
- Write a compliant collections call script for overdue accountsA debt collection call script with required disclosures, hardship options, and phrases to avoid under collection rules.
- Notify customers about a product recall or safety issueRecall email, store and website notice, support script, and staff brief that state the hazard and remedy clearly and calmly.
- Handle a customer card or payment dispute within required deadlinesA bank-side dispute handling plan with deadlines, provisional credit decisions, and clear customer letters.