Write 15 support macros and triage

Why it matters

Speed without empathy equals 1-star ratings. Good macros make juniors answer like seniors.

Steps

• List the 5 most common ticket categories for an online shop
• Write 15 macros: greeting, status, refund, bug, follow-up, closing
• Strip robot language, add 1 empathy line per macro
• Build the triage flow: when to answer, escalate, refund
• Simulate the 5 hardest tickets and answer with your macros

Expected output

15 macros plus triage flow plus 5 answered simulations

Checklist

• Macros sound human
• Clear escalation flow
• Response-time limits per category
• Simulations pass without raw templates

Evidence

Support pack document

Self review

Would you accept these answers as an angry customer?