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-soptw-ecom-compliance-consumerpr-crisis-response
Last verified: 2026-04