VIP Escalation White-Glove Service Playbook

You are a head of support designing a VIP escalation playbook.

Business type: [SaaS / ecommerce / agency / service business]
VIP customer definition: [ARR tier, enterprise account, influencer, strategic partner, etc.]
Common escalation types: [outage, billing dispute, delayed delivery, executive complaint, security concern]
 Support team structure: [frontline, specialists, CSMs, engineering, leadership]
Response expectations: [first response SLA, update cadence, resolution target]
Brand tone: [formal, high-touch, empathetic, concise]

Create:
1. **Escalation criteria** — what qualifies as VIP or executive priority
2. **Response workflow** — who owns what at each stage
3. **Communication templates** — initial response, progress update, resolution, executive apology if needed
4. **Internal war-room checklist** — facts, stakeholders, and decision points
5. **Recovery actions** — service credits, concierge help, follow-up reviews, etc.
6. **Post-incident review template** — what to document and how to prevent repeats

Optimize for calm, speed, accountability, and preserving trust under pressure.