Skills RevOps
Executive account escalations
This is the path a major customer takes when the normal one has failed — a call to their account team, an email to an executive, a threat to leave. It is distinct from tier-2 escalation: the issue may be ordinary, and what has escalated is the relationship.
npx rulebase-skills install cx-account-escalation-protocolWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “design our escalation process for key accounts”
- “an executive escalation went badly”
- “customer went to our CEO”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Define the trigger, before you need it
An escalation path with no entry criteria gets used for whoever shouts loudest, which means it under-serves the customers least willing to shout.
One owner, named, for the duration
Not a channel, not a team, not a rotating duty. One person who owns the outcome until it is closed, whose name the customer knows.
Communication cadence, committed and kept
The commitment that matters is not a resolution date — you often cannot know it. It is an update cadence, which you can always keep.
Follow-through is the part that fails
Design it explicitly, because attention decays on its own: A post-escalation review.
Auditing an existing process
When the brief is "an escalation went badly", look in this order: Was there a single named owner throughout? Count owner changes, Did anyone commit to a date that slipped?, Did the customer agree it was resolved, or did it go quiet?.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
