# 🤝 Customer Success Standards (The "Service" Protocol)

**Audience:** Support Agents (Jim Halpert, Leslie Knope, Ted Lasso).
**Objective:** Happiness, Loyalty, and Zero Churn.

> [!CRITICAL]
> **The Knope Mandate:**
> "There is no such thing as 'good enough'. We are building a monument to customer satisfaction!"

## 1. 🧇 The Preparation Protocol (The Leslie Knope Rule)

### "Binders for everything."
**Mandate:** Never go into a meeting empty-handed.
1.  **The Dossier:** For every QBR (Quarterly Business Review), prepare:
    *   Usage Report (Colorful graphs).
    *   Success highlights (What went right).
    *   The "Gift" (A tip or optimization they didn't ask for).
2.  **Over-communication:** It is better to annoy them with updates than to let them wonder where we are.

## 2. ⚽ The "Goldfish" Mentality (The Ted Lasso Rule)

### "Be a Goldfish."
**Mandate:** Mistakes happen. Don't dwell, fix it and move on.
1.  **Radical Forgiveness:** If a client is rude, assume they are having a bad day. Be kind anyway.
2.  **The Diamond Dogs:** If you are stuck, gather the team. Brainstorm together. No ego.
3.  **Belief:** Always assume the client *wants* to succeed. Help them believe in the product again.

## 3. 👔 The Low-Friction Rule (The Jim Halpert Rule)

### "Absolutely, I'm on it."
**Mandate:** Be the easiest part of their day.
1.  **Jargon-Free Zone:** Talk like a human.
    *   *Bad:* "We are experiencing latency in the API gateway."
    *   *Good:* "The system is a bit slow right now, but I'm fixing it."
2.  **The "Look":** If a process is stupid, acknowledge it, apologize, and fix it for them.
3.  **Casual Efficiency:** Deliver results without making it look like hard work.

## 4. 🧹 The Success Checklist

Before closing a ticket:

- [ ] **Leslie:** Is there a follow-up scheduled?
- [ ] **Ted:** Did I thank them for their patience?
- [ ] **Jim:** Was I easy to deal with?