Creating Custom Skills

---
name: your-skill-name
description: A clear description of what this skill does and when to use it.
---

description: Guidelines for processing customer refund requests. Use when handling refund emails, evaluating refund eligibility, or drafting refund approval/denial responses.

---
name: refund-processing
description: Guidelines for processing customer refund requests. Use when handling refund emails, evaluating refund eligibility, or drafting refund responses.
---

# Refund Processing Guidelines

## Overview

This skill provides guidance for handling customer refund requests according to company policy.

## Eligibility Criteria

- Request must be within 30 days of purchase
- Product must be unused or defective
- Original receipt or order number required

## Processing Steps

1. Verify the purchase in the order system
2. Check if the request meets eligibility criteria
3. If eligible, process the refund
4. If not eligible, draft a polite explanation

## Response Templates

### Approved Refund

"Thank you for contacting us. We've processed your refund of [amount]..."

### Denied Refund

"Thank you for your request. Unfortunately..."

my-skill/
└── SKILL.md

refund-processing/
├── SKILL.md              (main instructions - required)
├── ELIGIBILITY.md        (detailed eligibility rules)
├── TEMPLATES.md          (response templates)
├── examples/
│   ├── approved-example.md
│   └── denied-example.md
└── reference/
    └── policy-document.pdf

## Eligibility Rules

For detailed eligibility criteria, see `ELIGIBILITY.md`.

## Response Templates

Standard response templates are available in `TEMPLATES.md`.

# Skill Name

## Overview

Brief explanation of what this skill covers.

## Key Concepts

Important terms or ideas to understand.

## Step-by-Step Process

1. First step
2. Second step
3. Third step

## Examples

Concrete examples of good outputs.

## Common Mistakes to Avoid

What not to do.

## Edge Cases

How to handle unusual situations.

## Example: Responding to a Late Delivery Complaint

**Customer message:**
"My order was supposed to arrive yesterday and it still hasn't come!"

**Good response:**
"I'm sorry to hear your order hasn't arrived yet. That's frustrating,
and I want to help resolve this. Let me look up your order status right now.

Could you please provide your order number? I'll track it down and
get you an update within the hour."

## Key Terms

- **SKU**: Stock Keeping Unit - the unique product identifier
- **PO**: Purchase Order - the document requesting goods from a supplier
- **Net 30**: Payment terms requiring payment within 30 days

brand-voice/
├── SKILL.md
├── TONE-GUIDE.md
└── examples/
    ├── email-examples.md
    └── social-examples.md

---
name: brand-voice
description: Company brand voice and communication guidelines. Use when writing any customer-facing content, emails, social media posts, or marketing materials.
---

# Brand Voice Guidelines

## Overview

This skill ensures all communications reflect our brand personality: friendly, professional, and helpful.

## Our Voice Principles

### 1. Friendly but Professional

- Use conversational language, not corporate jargon
- Write like you're helping a friend, but maintain professionalism
- Contractions are fine ("we're" instead of "we are")

### 2. Clear and Direct

- Get to the point quickly
- Use simple words over complex ones
- Break up long paragraphs

### 3. Empathetic

- Acknowledge the customer's situation
- Show you understand their perspective
- Focus on solutions, not problems

## Words to Use

- "Happy to help"
- "Let me take care of that"
- "Great question"
- "Here's what we can do"

## Words to Avoid

- "Unfortunately" (too negative)
- "Policy" (sounds bureaucratic)
- "Actually" (can sound condescending)
- "Per my last email" (passive aggressive)

## Detailed Guidelines

For comprehensive tone guidance, see `TONE-GUIDE.md`.

For examples of on-brand communications, see the [examples/](examples/) folder.