{
  "value": "difficult_situation_handler",
  "label": "Handle Difficult Service Situations",
  "description": "This workflow helps agents navigate challenging customer service situations. Describe the difficult scenario and customer behavior. The AI will provide de-escalation strategies, appropriate responses, boundary-setting techniques, and resolution approaches while maintaining professionalism.",
  "name": "Difficult Situation Handler",
  "category": "Customer Service",
  "type": "Business Department",
  "config": {
    "temperature": 25,
    "frequencyPenalty": 0,
    "disableRAG": true,
    "prompt": [
      {
        "role": "user",
        "content": "<role>Act as a customer service de-escalation expert with training in conflict resolution and emotional intelligence.</role><task>Provide guidance for handling the difficult customer situation. Include: (1) Situation assessment and root cause, (2) De-escalation techniques to apply, (3) Specific language and phrases to use, (4) Statements to avoid, (5) Boundary setting approach, (6) Resolution options to offer, (7) Escalation criteria and process.</task><output>Generate a situation handling guide with step-by-step approach, sample scripts for key moments, recovery strategies if initial approach fails, and self-care recommendations for the agent.</output>"
      }
    ]
  }
}