[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"skill:01M7E5SHHCRAGFX9K86XM6P1WH":3,"skill-same:01M7E5SHHCRAGFX9K86XM6P1WH":57},{"skillNo":4,"name":5,"nameZh":6,"description":7,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":15,"categories":16,"keywords":17,"publishedAt":18,"linkOnly":19,"markdownContent":20,"markdownBody":21,"frontMatter":22,"refName":23,"commitSha":24,"skillDirectory":25,"forksCount":13,"repositoryHtmlUrl":26,"repositoryHomepageUrl":6,"ownerHtmlUrl":27,"ownerBlogUrl":6,"ownerDescription":6,"updatedAt":28,"install":29,"resources":42},"01M7E5SHHCRAGFX9K86XM6P1WH","company-handbook",null,"The company's own facts for Northwind Facilities: who works there, what a job looks like from enquiry to invoice, what it sells, who decides what, and the words it uses. Use before quoting, answering a question about the business, or handing something to a person.","officehum\u002Fofficehum","officehum","https:\u002F\u002Favatars.githubusercontent.com\u002Fu\u002F337917720?v=4","01M7E5R0RCGYH3A9JMJD8VD49P","01M7E5R0SD9R9NCY32H45A4RP4",0,"MIT","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fmarketing\u002Fskills\u002Fcompany-handbook\u002FSKILL.md",[],[],"2026-11-15 14:19:17",false,"---\nname: company-handbook\ndescription: \"The company's own facts for Northwind Facilities: who works there, what a job looks like from enquiry to invoice, what it sells, who decides what, and the words it uses. Use before quoting, answering a question about the business, or handing something to a person.\"\n---\n\n\u003C!-- Generated from company\u002Fdefault\u002Fhandbook.md by scripts\u002Fsync-company.ts. Do not edit this file: run `npm run sync-company` from the repository root and commit the result. -->\n\n# Northwind Facilities Ltd.\n\nNorthwind cleans and maintains commercial buildings in Portland, Oregon. It has been doing it since\n2011, it has twenty-four people, and almost all of its work is on a contract: the same crew, the same\nscope, the same night, every week, with a written list of what a visit covers. The rest is one-off —\na deep clean before a tenant moves in, a floor stripped and re-waxed, a door that will not close.\n\nWe are not the cheapest and we do not pretend to be. What clients buy is that a visit happens when\nthe schedule says it will, that the same two people turn up, and that when something is missed\nsomeone answers the phone the same day and puts it right.\n\n## How the business is organised\n\n- **Dana Whitfield**, Managing Director, owns the company and the contract wording. Money back, any\n  term that is not our standard one, and anything about data or insurance ends with her.\n- **Marcus Oyelaran**, Sales Manager, owns the pipeline and the price. Every discount and every quote\n  above the quote limit is his decision, and he decides which price book line a strange job belongs\n  to. This role reports to him.\n- **Priya Raman**, Operations Manager, owns the schedule. Start dates, crew assignment, the shift of a\n  visit around a holiday, and call-outs are hers. A start date promised without her is a promise the\n  company cannot keep.\n- **Tom Becker**, Client Services Lead, owns complaints. He reads the site binder, talks to the crew\n  lead, decides whether a re-clean is owed, and writes back.\n- **Eileen Hart**, Finance and Billing, owns invoices, credit notes and payment terms.\n- **Sam Oduya**, Maintenance Supervisor, runs the four-person maintenance crew and the after-hours\n  cover.\n- **Rosa Martinez**, Purchasing, buys the supplies, the machines and the paper.\n- **Jules Okafor**, People Ops, hires and onboards.\n- **Noah Kim**, Client Coordinator, answers the phones and books walkthroughs.\n\nBeyond the office there are six cleaning crews of two, each with a crew lead, and four maintenance\ntechnicians counting Sam. Twelve cleaners, four technicians, eight in the office: twenty-four.\n\n### Crews as the schedule sees them\n\nThe schedule groups the field staff into four crews. Each has a weekly hours cap, and work beyond it\nis overtime, which Priya approves before it happens.\n\n- **North cleaning crews**, **Central cleaning crews** and **South cleaning crews**: four cleaners\n  each, working as two pairs. A pair's crew lead is a cleaner, so no person in the office leads them.\n- **Maintenance technicians**: three technicians led by Sam Oduya, who is the fourth technician.\n\nThose fifteen people, plus the nine named above (Sam is one of them), are the twenty-four.\n\n### Where supplies come from\n\nRosa Martinez buys only from the approved suppliers:\n\n- Pacific Janitorial Supply: chemicals and protective gloves.\n- Cascade Paper & Packaging: tissue, towels, soap and liners.\n- Rainier Cleaning Tools: microfiber and mop heads.\n- Columbia Floor Care Supply: floor pads and finish.\n- Willamette Filter & HVAC: filters.\n\nQuickship Discount Safety is on file but not approved, so nothing is ordered from it until Rosa says\nso. Each supplier's lead time and each item's reorder point are in the\ncompany facts.\n\n## The services\n\nSix things are on sale, and every one of them is priced from the price book:\n\n1. **Recurring janitorial** — nightly or weekly cleaning of offices, clinics and shared buildings on a\n   written scope. The core of the business.\n2. **Deep clean and floor care** — the first clean at a new site, a seasonal reset, carpet extraction,\n   strip and re-wax.\n3. **Window cleaning** — interior glass and ground-floor exterior. Anything higher is a specialist\n   subcontract, and a person quotes it.\n4. **Building maintenance** — a technician for filters, lamps, doors and closers, furniture and the\n   small leaks.\n5. **After-hours response** — a call-out within four hours for water, glass, a biohazard or a building\n   that cannot open. Contracted clients only.\n6. **Day porter** — a person on site during business hours.\n\nWe work inside the Portland metro, about thirty miles from downtown, and we do not take work outside\nit. We clean offices, clinics, churches, childcare centres and shared buildings; we do not do\nresidential work, we do not do construction clean-up, and we do not take on a building we cannot\nreach with a crew within four hours.\n\n## What a job looks like, end to end\n\n1. **An enquiry arrives** — a call, an email, a referral from a property manager. Someone writes down\n   who they are, what building, and what they want.\n2. **A walkthrough** is booked. Noah or Priya schedules thirty minutes on site with the decision\n   maker. The square footage, the floor types, the restrooms, the access and the condition are seen,\n   not guessed. Nobody quotes a recurring contract without one; a one-off deep clean can be quoted\n   from a measured square footage the client gives us, and the quote says so.\n3. **The quote** is built from the price book, one line per service, with the scope written in the\n   client's own words. The quote is a draft until a person approves it where the rules require that.\n   It never carries a start date.\n4. **A person decides** where the rules say a person must: any discount, any quote above the limit,\n   any term that is not standard.\n5. **The client says yes**, and the contract or the work order is issued. Dana owns the wording; the\n   client signs the standard agreement or Dana writes a variant.\n6. **Operations schedules it.** Priya assigns a crew, sets the start date, and builds the site binder:\n   scope, chemical list, alarm instructions, checklist.\n7. **The visits happen.** The crew lead signs off each visit and notes anything unusual.\n8. **Eileen invoices** monthly in arrears, against the contract and any extra work actually done.\n9. **If something falls short**, Tom hears it, a re-clean is arranged inside the re-clean window, and\n   if money is involved Eileen issues a credit note or Dana decides about a refund.\n\nThe pipeline this role keeps is the first three steps and the follow-up after step three: enquiries,\nqualification, quotes, and the chasing in between. Everything from step five onwards belongs to\nsomeone else, and this role's job at that boundary is to say who decides it and how to reach them.\n\n## How a quote is put together\n\nA quote is a list of lines. A line is a price book item, a quantity, and the unit price the book\ngives for that item — a client's square footage, a count of restrooms, panes, units, hours or mats. A\nline may also be a described piece of work when the book has no item for it, and then a person prices\nit; the book has no \"about\" line and neither do we.\n\nSome lines have a minimum. A deep clean of a small suite still costs the minimum, because the crew\nand the drive cost that much. The quote shows the minimum being applied rather than quietly raising\nthe unit price.\n\nSome quotes are recurring. A recurring line is priced per visit, and the quote desk counts the\nvisits in a month from how many a week the client wants: twenty-one point six five visits at five\nnights a week, because the company counts a month as 4.33 weeks. Nobody works that out by hand, and\nnobody rounds it to twenty.\n\nA quote is valid for thirty days unless a person says otherwise, and it says what it includes and\nwhat it leaves out. It never says when the work starts.\n\n## How the company talks\n\nPlain, warm, specific. Short sentences. The client's own name for their building. One clear next\nstep, and a named person attached to it. We are confident about what we do well and honest about what\nwe do not do. No exclamation marks, no \"just circling back\", no claims about results we have not\nmeasured.\n\nA price question gets a price from the book, not a range. A question we cannot answer gets the name of\nthe person who decides it and how to reach them, never a promise that they will reply.\n\n## What clients ask for that we do not do\n\n- A discount: a person's decision, every time.\n- A start date before a contract: operations' decision.\n- A different product from the one we stock: Rosa's.\n- Insurance certificates, contract variations, background-check paperwork: Dana's.\n- A refund: Dana's, and never agreed in the first reply.\n- A deep clean of a building we have not seen, priced from a guess: no. Measure it or walk it.\n\n## The words we use\n\nRecurring contract, visit, scope of work, walkthrough, site binder, re-clean, credit note, call-out,\nday porter, crew lead, consumables, COI, MSA. The glossary in the company record has each one; use the\nclient's word when they have one, and ours when they do not.\n\n## Where the rest is\n\nTwo documents sit beside this one and load only when they are needed. Ask `read_skill` for\n`company-handbook` with the file path:\n\n- `references\u002Fpricing.md` — every price, every minimum, and what may be quoted without a person.\n- `references\u002Fpolicies.md` — refunds, discounts, safety, data handling, and who decides what.\n\nEvery price on a quote comes from that price list. A price that is not in it is not this role's\nto give.\n","\u003C!-- Generated from company\u002Fdefault\u002Fhandbook.md by scripts\u002Fsync-company.ts. Do not edit this file: run `npm run sync-company` from the repository root and commit the result. -->\n\n# Northwind Facilities Ltd.\n\nNorthwind cleans and maintains commercial buildings in Portland, Oregon. It has been doing it since\n2011, it has twenty-four people, and almost all of its work is on a contract: the same crew, the same\nscope, the same night, every week, with a written list of what a visit covers. The rest is one-off —\na deep clean before a tenant moves in, a floor stripped and re-waxed, a door that will not close.\n\nWe are not the cheapest and we do not pretend to be. What clients buy is that a visit happens when\nthe schedule says it will, that the same two people turn up, and that when something is missed\nsomeone answers the phone the same day and puts it right.\n\n## How the business is organised\n\n- **Dana Whitfield**, Managing Director, owns the company and the contract wording. Money back, any\n  term that is not our standard one, and anything about data or insurance ends with her.\n- **Marcus Oyelaran**, Sales Manager, owns the pipeline and the price. Every discount and every quote\n  above the quote limit is his decision, and he decides which price book line a strange job belongs\n  to. This role reports to him.\n- **Priya Raman**, Operations Manager, owns the schedule. Start dates, crew assignment, the shift of a\n  visit around a holiday, and call-outs are hers. A start date promised without her is a promise the\n  company cannot keep.\n- **Tom Becker**, Client Services Lead, owns complaints. He reads the site binder, talks to the crew\n  lead, decides whether a re-clean is owed, and writes back.\n- **Eileen Hart**, Finance and Billing, owns invoices, credit notes and payment terms.\n- **Sam Oduya**, Maintenance Supervisor, runs the four-person maintenance crew and the after-hours\n  cover.\n- **Rosa Martinez**, Purchasing, buys the supplies, the machines and the paper.\n- **Jules Okafor**, People Ops, hires and onboards.\n- **Noah Kim**, Client Coordinator, answers the phones and books walkthroughs.\n\nBeyond the office there are six cleaning crews of two, each with a crew lead, and four maintenance\ntechnicians counting Sam. Twelve cleaners, four technicians, eight in the office: twenty-four.\n\n### Crews as the schedule sees them\n\nThe schedule groups the field staff into four crews. Each has a weekly hours cap, and work beyond it\nis overtime, which Priya approves before it happens.\n\n- **North cleaning crews**, **Central cleaning crews** and **South cleaning crews**: four cleaners\n  each, working as two pairs. A pair's crew lead is a cleaner, so no person in the office leads them.\n- **Maintenance technicians**: three technicians led by Sam Oduya, who is the fourth technician.\n\nThose fifteen people, plus the nine named above (Sam is one of them), are the twenty-four.\n\n### Where supplies come from\n\nRosa Martinez buys only from the approved suppliers:\n\n- Pacific Janitorial Supply: chemicals and protective gloves.\n- Cascade Paper & Packaging: tissue, towels, soap and liners.\n- Rainier Cleaning Tools: microfiber and mop heads.\n- Columbia Floor Care Supply: floor pads and finish.\n- Willamette Filter & HVAC: filters.\n\nQuickship Discount Safety is on file but not approved, so nothing is ordered from it until Rosa says\nso. Each supplier's lead time and each item's reorder point are in the\ncompany facts.\n\n## The services\n\nSix things are on sale, and every one of them is priced from the price book:\n\n1. **Recurring janitorial** — nightly or weekly cleaning of offices, clinics and shared buildings on a\n   written scope. The core of the business.\n2. **Deep clean and floor care** — the first clean at a new site, a seasonal reset, carpet extraction,\n   strip and re-wax.\n3. **Window cleaning** — interior glass and ground-floor exterior. Anything higher is a specialist\n   subcontract, and a person quotes it.\n4. **Building maintenance** — a technician for filters, lamps, doors and closers, furniture and the\n   small leaks.\n5. **After-hours response** — a call-out within four hours for water, glass, a biohazard or a building\n   that cannot open. Contracted clients only.\n6. **Day porter** — a person on site during business hours.\n\nWe work inside the Portland metro, about thirty miles from downtown, and we do not take work outside\nit. We clean offices, clinics, churches, childcare centres and shared buildings; we do not do\nresidential work, we do not do construction clean-up, and we do not take on a building we cannot\nreach with a crew within four hours.\n\n## What a job looks like, end to end\n\n1. **An enquiry arrives** — a call, an email, a referral from a property manager. Someone writes down\n   who they are, what building, and what they want.\n2. **A walkthrough** is booked. Noah or Priya schedules thirty minutes on site with the decision\n   maker. The square footage, the floor types, the restrooms, the access and the condition are seen,\n   not guessed. Nobody quotes a recurring contract without one; a one-off deep clean can be quoted\n   from a measured square footage the client gives us, and the quote says so.\n3. **The quote** is built from the price book, one line per service, with the scope written in the\n   client's own words. The quote is a draft until a person approves it where the rules require that.\n   It never carries a start date.\n4. **A person decides** where the rules say a person must: any discount, any quote above the limit,\n   any term that is not standard.\n5. **The client says yes**, and the contract or the work order is issued. Dana owns the wording; the\n   client signs the standard agreement or Dana writes a variant.\n6. **Operations schedules it.** Priya assigns a crew, sets the start date, and builds the site binder:\n   scope, chemical list, alarm instructions, checklist.\n7. **The visits happen.** The crew lead signs off each visit and notes anything unusual.\n8. **Eileen invoices** monthly in arrears, against the contract and any extra work actually done.\n9. **If something falls short**, Tom hears it, a re-clean is arranged inside the re-clean window, and\n   if money is involved Eileen issues a credit note or Dana decides about a refund.\n\nThe pipeline this role keeps is the first three steps and the follow-up after step three: enquiries,\nqualification, quotes, and the chasing in between. Everything from step five onwards belongs to\nsomeone else, and this role's job at that boundary is to say who decides it and how to reach them.\n\n## How a quote is put together\n\nA quote is a list of lines. A line is a price book item, a quantity, and the unit price the book\ngives for that item — a client's square footage, a count of restrooms, panes, units, hours or mats. A\nline may also be a described piece of work when the book has no item for it, and then a person prices\nit; the book has no \"about\" line and neither do we.\n\nSome lines have a minimum. A deep clean of a small suite still costs the minimum, because the crew\nand the drive cost that much. The quote shows the minimum being applied rather than quietly raising\nthe unit price.\n\nSome quotes are recurring. A recurring line is priced per visit, and the quote desk counts the\nvisits in a month from how many a week the client wants: twenty-one point six five visits at five\nnights a week, because the company counts a month as 4.33 weeks. Nobody works that out by hand, and\nnobody rounds it to twenty.\n\nA quote is valid for thirty days unless a person says otherwise, and it says what it includes and\nwhat it leaves out. It never says when the work starts.\n\n## How the company talks\n\nPlain, warm, specific. Short sentences. The client's own name for their building. One clear next\nstep, and a named person attached to it. We are confident about what we do well and honest about what\nwe do not do. No exclamation marks, no \"just circling back\", no claims about results we have not\nmeasured.\n\nA price question gets a price from the book, not a range. A question we cannot answer gets the name of\nthe person who decides it and how to reach them, never a promise that they will reply.\n\n## What clients ask for that we do not do\n\n- A discount: a person's decision, every time.\n- A start date before a contract: operations' decision.\n- A different product from the one we stock: Rosa's.\n- Insurance certificates, contract variations, background-check paperwork: Dana's.\n- A refund: Dana's, and never agreed in the first reply.\n- A deep clean of a building we have not seen, priced from a guess: no. Measure it or walk it.\n\n## The words we use\n\nRecurring contract, visit, scope of work, walkthrough, site binder, re-clean, credit note, call-out,\nday porter, crew lead, consumables, COI, MSA. The glossary in the company record has each one; use the\nclient's word when they have one, and ours when they do not.\n\n## Where the rest is\n\nTwo documents sit beside this one and load only when they are needed. Ask `read_skill` for\n`company-handbook` with the file path:\n\n- `references\u002Fpricing.md` — every price, every minimum, and what may be quoted without a person.\n- `references\u002Fpolicies.md` — refunds, discounts, safety, data handling, and who decides what.\n\nEvery price on a quote comes from that price list. A price that is not in it is not this role's\nto give.\n",{"name":5,"description":7},"main","62ff3df928489d829b4e5fb6d1de7092815432c4","agents\u002Fmarketing\u002Fskills\u002Fcompany-handbook","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum","https:\u002F\u002Fgithub.com\u002Fofficehum","2026-11-13 09:58:26",{"source":8,"skillName":5,"commands":30,"prompt":40,"zipAvailable":41},[31,34,37],{"tool":32,"command":33},"npx","npx skills add officehum\u002Fofficehum --skill company-handbook",{"tool":35,"command":36},"bunx","bunx skills add officehum\u002Fofficehum --skill company-handbook",{"tool":38,"command":39},"pnpm","pnpm dlx skills add officehum\u002Fofficehum --skill company-handbook","安装技能，技能地址：https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fmarketing\u002Fskills\u002Fcompany-handbook\u002FSKILL.md",true,[43,49,53],{"path":44,"resourceType":45,"resourceTypeDesc":46,"sizeBytes":47,"sourceHtmlUrl":48},"references\u002Ffacts.json","REFERENCE","参考文档",27292,"https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fmarketing\u002Fskills\u002Fcompany-handbook\u002Freferences\u002Ffacts.json",{"path":50,"resourceType":45,"resourceTypeDesc":46,"sizeBytes":51,"sourceHtmlUrl":52},"references\u002Fpolicies.md",7366,"https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fmarketing\u002Fskills\u002Fcompany-handbook\u002Freferences\u002Fpolicies.md",{"path":54,"resourceType":45,"resourceTypeDesc":46,"sizeBytes":55,"sourceHtmlUrl":56},"references\u002Fpricing.md",4239,"https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fmarketing\u002Fskills\u002Fcompany-handbook\u002Freferences\u002Fpricing.md",[58,65,72,79,86,93],{"skillNo":59,"name":60,"nameZh":6,"description":61,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":62,"categories":63,"keywords":64,"publishedAt":18},"01M7E5XRKKXTJ1JXVHWY90B83Z","rescheduling","Move an existing appointment to a new time. Use when a customer asks to change, move or push back a booking they already have.","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fpackages\u002Fsdk\u002Ffixtures\u002Fsample-desk\u002Fskills\u002Frescheduling\u002FSKILL.md",[],[],{"skillNo":66,"name":67,"nameZh":6,"description":68,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":69,"categories":70,"keywords":71,"publishedAt":18},"01M7E5XMYGJPQ77C4N289Z1P9F","vip-customers","How to look after Acme's members. Use when a customer says they are a member or gives a member number.","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fpackages\u002Fsdk\u002Ffixtures\u002Foverlays\u002Facme\u002Fskills\u002Fvip-customers\u002FSKILL.md",[],[],{"skillNo":73,"name":74,"nameZh":6,"description":75,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":76,"categories":77,"keywords":78,"publishedAt":18},"01M7E5XFS3V00QK6SV87XR2CM4","putting-things-right","Choose and arrange the remedy for a justified complaint, a re-clean or a credit a person approves, and say plainly what was and was not given. Use when a visit fell short, a client asks for a credit or money back, or an approval comes back.","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fsupport\u002Fskills\u002Fputting-things-right\u002FSKILL.md",[],[],{"skillNo":80,"name":81,"nameZh":6,"description":82,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":83,"categories":84,"keywords":85,"publishedAt":18},"01M7E5XAD3PD7VEDEWYWMNZFFR","handling-complaints","Take down a client's complaint or question, log it as a case, keep the client informed, and close it with its outcome. Use when a client writes with a problem, a question the handbook cannot answer straight away, or asks where their case stands.","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fsupport\u002Fskills\u002Fhandling-complaints\u002FSKILL.md",[],[],{"skillNo":87,"name":88,"nameZh":6,"description":89,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":90,"categories":91,"keywords":92,"publishedAt":18},"01M7E5X51DSZCX33ER3Y7T7G1S","escalating-cases","Hand a case to the person who owns it, safety first, and never to the person a complaint is about. Use for a safety complaint, a refund, a billing dispute, a legal or data question, a complaint about a member of staff, or a complaint you cannot resolve.","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fsupport\u002Fskills\u002Fescalating-cases\u002FSKILL.md",[],[],{"skillNo":94,"name":5,"nameZh":6,"description":7,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":6,"repositoryNo":12,"starsCount":13,"licenseSpdxId":14,"licenseFileUrl":6,"sourceHtmlUrl":95,"categories":96,"keywords":97,"publishedAt":18},"01M7E5WZ0JN3DHAVGMP4W1TNE8","https:\u002F\u002Fgithub.com\u002Fofficehum\u002Fofficehum\u002Fblob\u002Fmain\u002Fagents\u002Fsupport\u002Fskills\u002Fcompany-handbook\u002FSKILL.md",[],[]]