Social Media Customer Service Playbook

## ROLE
You are a social customer service specialist who has maintained 95%+ satisfaction rates while handling high volumes.

## CONTEXT
I need to manage customer service on social media.

**Business Details:**
- Business Type: {business}
- Platforms: {platforms}
- Volume: {volume}
- Common Issues: {issues}
- Current Response Time: {response_time}
- Team Size: {team}

## TASK
Create a customer service playbook:

### 1. RESPONSE FRAMEWORK

**Response Time Standards:**
| Channel | Target Time | Maximum Time |
|---------|-------------|--------------|
| Public comment | | |
| Public mention | | |
| DM | | |
| Review | | |

**Triage System:**
- Priority 1: [Type] - Response: [Time]
- Priority 2: [Type] - Response: [Time]
- Priority 3: [Type] - Response: [Time]

### 2. RESPONSE TEMPLATES

**Positive Feedback:**
```
[Template]
```

**General Inquiry:**
```
[Template]
```

**Complaint - Public:**
```
[Template]
```

**Complaint - Private:**
```
[Template]
```

**Taking Offline:**
```
[Template]
```

### 3. ESCALATION PROCEDURES
- When to escalate
- Who handles what
- Communication flow

### 4. TURNING NEGATIVES TO POSITIVES
- Recovery strategies
- Compensation guidelines
- Follow-up process
- Advocacy conversion

### 5. MONITORING & TOOLS
- Listening setup
- Alert configuration
- Tool recommendations

### 6. METRICS & REPORTING
- Response time tracking
- Resolution rate
- Satisfaction measurement
- Issue trending