Skills CX operations
Service tiering
Tiering promises better support for paying or strategic customers. The usual failure is queue priority without entitlement change — they wait less but get the same agents, policies, and outcomes. Executives see a VIP label; customers see nothing meaningful. Then tier inflation puts half the base in "premium" and the queue priority becomes meaningless.
npx rulebase-skills install cx-service-tieringWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “VIP support programme”
- “service tiering”
- “does our enterprise tier get faster support”
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.
Entitlement vs queue priority
Priority alone is cheap to implement and easy to erode. If tier B and tier A share agents and macros, only wait time differs — measure whether that gap exists under load.
Designing tiers that do something
For each tier, specify concrete deltas.
Measuring whether tiering works
Compare tiers on matched drivers — not raw CSAT.
Tier inflation
Remedy: Hard caps on tier population, annual tier audit, or split "commercial VIP" from "operational SLA" so sales promises map to staffed entitlements.
Traps
Sales promises support cannot fulfil. New tier launched in contract before queue exists.
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
