{"slug":"de-escalation-tone","source_name":"de-escalation-tone","name":"De-escalation tone for an upset customer","description":"Steers the tone of a customer-support reply toward de-escalation when the customer is upset. Use when drafting a response to an angry, frustrated, or venting customer so the reply validates their feelings, takes ownership, and offers a concrete fix. Do NOT use for routing a ticket, summarizing a complaint, or laying out a reply's sections and headings.","version":1,"lift":{"pass_rate_delta_pts":null,"pass_rate_pct":28.6,"total_cases":14,"passed_cases":4,"tokens_delta_pct":307.3,"turns_delta_pct":0,"verdict":"mixed","benchmark_model":"gemini-3.5-flash","grading_method":"judged","completed_at":"2026-07-08T22:17:42.199364+00:00"},"skill_score":null,"benchmark_models":[{"model":"gemini-3.5-flash","headline":false,"delta_pts":null,"with_pass_pct":null,"without_pass_pct":null,"tokens_delta_pct":307.3,"turns_delta_pct":0,"total_cases":14,"cases_aggregated":14,"verdict":"mixed","never_hurt":true,"completed_at":"2026-07-08T22:17:42.199364+00:00","run_id":"92917cc9-e9b0-4f1e-bcad-901e008de04c","version_number":1,"is_latest_version":true,"gate":"not_comparable"}],"trust":{"skill_safety":"passed","safety_status":"clean","intent_verdict":"safe","content_status":"clean","indexable":false},"license":null,"install_count":0,"manifest_hash":"a0e848498047aeef5bd50a6ed706421fe5730afcb539b18d29caf4d558fc09ba","raw_url":"https://app.decimal.ai/s/de-escalation-tone/SKILL.md","scorecard_url":"https://app.decimal.ai/skills/de-escalation-tone"}