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THE CARIBBEAN & LATIN AMERICA ADRIAN DUNKLEY ↗
Caribbean Skill

Customer Service

Prepare replies from verified business policies, protect customer information and escalate complaints or commitments to authorised staff.

What it is

Prepare customer-service replies from an approved FAQ. Human staff remain responsible for complaints, commitments and escalation.

For hotels, restaurants, salons, retailers, and tour operators across the Caribbean.

Use cases

Tasks to try and review.

1

Draft warm replies to TripAdvisor, Google, and Booking.com reviews

2

Answer common questions on WhatsApp Business with a human handoff option

3

Draft a response to a complaint for staff review; do not hide urgent messages

4

Summarise the week's customer feedback into three action items

Quick start

How to start.

  1. 1 Use synthetic customer messages and an approved FAQ for the first test
  2. 2 Add a clear escalation rule: anything about money, medical, or legal goes straight to a human
  3. 3 Test offline before any live rollout and keep staff available for escalation
The skill

Full specification.

Caribbean Customer Service

Prepare replies from verified business policies, protect customer information and escalate complaints or commitments to authorised staff.

Establish what happened

Separate the customer’s report, verified records and staff assumptions. Ask which channel the reply will use, what the customer wants and what the business has authorised. Do not infer that a complaint is false because it is not immediately found in the records.

Use approved policy and current product information. Keep private order details out of public replies. Do not upload complete customer histories to a general chatbot or promise a refund, replacement, admission of liability or personal follow-up without authority.

Draft the reply

Acknowledge the concern in plain language. State what is known, the next authorised step and a realistic response time. The HEART mnemonic can help organise a reply, but it does not require an apology, compensation or a scripted emotional statement in every case. An apology’s legal effect must not be assumed.

Hi [name], thank you for telling us about [reported issue].
[Accurate acknowledgment without inventing an investigation result.]
[Approved next step and verified contact route.]
[Response time only if the team can meet it.]
[Verified sender or business name]

Example: A public restaurant complaint

“We’re sorry to hear about the wait and food temperature you described. Please contact [verified channel] so our manager can check the visit details and discuss the next step.”

This is a draft for approval. Do not add that the kitchen has been consulted or a free replacement arranged unless those things are true. Escalate food-safety allegations promptly to the responsible staff rather than treating them as a reputation problem alone.

Set up a controlled support workflow

Build an FAQ with verified prices, opening hours, delivery, returns and contact details. Test with synthetic enquiries before using real messages. Make it clear when a reply is automated, where appropriate, and provide a working human route.

Escalate threats, safety concerns, account-access problems, discrimination complaints, legal issues and requests outside the agent’s authority. Do not hide an urgent message while trying to de-escalate it. Agree response targets with the staffing team; do not promise round-the-clock service from an unstaffed process.

Consider a loyalty programme

Compare the cost of a reward with the expected contribution margin and administration. Stamp cards, referral offers and occasional discounts are options, not proven universal solutions. Specify eligibility and expiry terms before advertising.

Obtain the required permission for marketing and provide an opt-out. Do not add customers to a group without permission; group membership may reveal contact information to other members. Collect birthday information only if needed, with a clear purpose, suitable handling and an optional choice. Do not describe collecting only a birth month as a complete privacy safeguard.

Evaluate service

Track accuracy, unresolved cases, escalation failures, response time and correction effort. Review customer feedback without assuming a score represents all customers. Stop or narrow automation if it makes unauthorised commitments or exposes private information.

Before sharing

Check facts, permissions, privacy and the intended audience. Use local language only when requested and competently reviewed. Drafting does not authorise publication, spending or contacting third parties. Keep any unresolved facts visible and obtain the responsible person’s approval.

Attribution

Created by Adrian Dunkley, MaestrosAI, for the LAC AI Playbook. maestroailabs.com | ceo@maestrosai.com

Cite as: Dunkley, A. (2026). Caribbean Customer Service Skill. LAC AI Playbook. MaestrosAI.

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Cite this page

Dunkley, Adrian. “Customer Service.” LAC AI Playbook. https://aiplaybooklac.netlify.app/skills/caribbean-customer-service/. Include your access date when citing this changing resource.

Geographic coverage: Latin America and the Caribbean. This describes the subject of the guidance, not the author's location or a service address.

Credit Adrian Dunkley when quoting or adapting the playbook. Cite the original research for its findings. Third-party text, photographs and other materials retain their own rights; citation alone does not grant permission to reproduce them.