---
name: asgard-ai-platform/tw-ecom-operations-customer-service
source: https://app.decimal.ai/s/asgard-ai-platform-tw-ecom-operations-customer-service@1/SKILL.md
source_sha256: ae639a86ff35
---

# Taiwan E-Commerce Customer Service

> **STATUS: SKELETON** — body pending.

## When to use this skill

- Designing a CS SOP for a TW store
- Training agents on 鑑賞期 / 退貨 scripts
- Monitoring PTT / Dcard / mobile01 for 負評
- Responding to a viral 負評 thread
- Setting SLA targets (first-response / resolution)

## Do NOT use when

- Generic chatbot design → `cs-chatbot-design`
- Crisis PR (non-CS) → `pr-crisis-response`

## Core concepts

TODO: channel mix, TW consumer complaint culture, PTT / Dcard etiquette.

## Decision tree

TODO: complaint → channel → script template.

## Implementation guidance

TODO: SOP template, escalation ladder, monitoring setup.

## Gotchas

TODO: 5-6 pitfalls (鑑賞期 over-promise, PTT Streisand effect, LINE 1-to-1 burnout, negative-review response template pitfalls, 消保官 tone).

## IRON LAW

TODO.

## Output Format

TODO.

## Related

- `cs-sop`
- `tw-ecom-compliance-consumer`
- `pr-crisis-response`

_Last verified: 2026-04_