# Summarise Customer Call

> After a customer call (transcribed or hand-noted), file a structured summary to wiki/research/ and trigger extract-commitments. Use when founder finishes a call and says "@customer-success file this call" or similar.

- Skill: `jezweb/summarise-customer-call` (Agent Skill)
- Install (CLI): `npx skillmds@latest add jezweb/summarise-customer-call`
- Raw SKILL.md: https://api.skillmd.com/api/skills/jezweb/summarise-customer-call/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Research & Search
- Author: jezweb (https://skillmd.com/u/jezweb)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/jezweb/summarise-customer-call

---


# Summarise customer call

Customer-call notes are gold: feature requests, churn signals, expansion opportunities, commitments. Every call should produce a structured entry in 2 minutes flat.

## When this skill fires

- Founder shares a transcript or hand-written notes from a customer call
- A meeting note lands in the inbox with kind:customer-call-raw
- Customer-success agent is asked to "debrief" a call

## The shape

1. **Read the source completely** (transcript / notes / audio summary)
2. **Identify the org** — match to existing `wiki/orgs/?entity_type=client` entry; create if new
3. **Capture structured fields**:
   - title, org_slug, primary_contact, attendees, duration_min, sentiment, next_call_due
4. **Write the body** in this shape:

```markdown
## Summary

[2-3 sentence executive summary]

## What's working

- [specific positive signal — name the feature, name the impact]

## What's NOT working

- [specific friction — name the issue, name the workaround they tried]

## Asks

- [explicit feature request or commercial ask, with priority you'd assign]

## Commitments made

- [explicit "I/we will..." statements from our side, with deadlines]

## Next call: <date>
```

5. **Save to** `wiki/research/<date>-<org-slug>-<topic>.md` with kind:customer-call
6. **Fire extract-commitments skill** on the new entry
7. **Update org sentiment** in `wiki/orgs/<slug>/entity.md` if it shifted
8. **Flag boss** if anything urgent surfaced (churn signal, escalation, etc.)

## Voice rules

- Be specific about features (name them) and people (name them)
- Quote the customer where their phrasing matters
- Don't paper over negatives — "they're frustrated with X" beats "they had some questions about X"

## Anti-patterns

- Generic summary ("they liked the product overall") — useless
- Stripping out customer-quote details to "save space"
- Skipping the commitments section because "I'll remember"
- Forgetting to update the org's sentiment when it noticeably shifted