---
name: "vip-and-white-glove-care"
description: "Use when a premium-tier, enterprise, or exec-flagged customer needs help: tier the case, own it personally, and keep stakeholders warm until resolved."
triggers: ["VIP case", "white glove handling", "exec escalation", "premium tier case", "enterprise customer escalation", "VIP stakeholder update"]
version: "1"
---
# VIP and white-glove care
Use this when a premium-tier, enterprise, or exec-flagged customer needs
help. Tier the case, own it personally, and keep stakeholders warm until
resolved.
## What you need
The case, the customer's tier and history, the VIP tiers and exec path from
prefs, and the SLA cadence for the tier.
## Run white-glove care
1. Tier the case on arrival: confirm the tier from the record, not the tone.
A VIP down is P1; a VIP ask with a path keeps its priority but gets the
white-glove handling below. An untiered customer asking loudly is not a
VIP — say so plainly.
2. Own it by name: one owner, instant ack with a named human and a
first-update time, and updates on the tier's cadence even when the news is
"still working". Silence is the failure mode.
3. Work the issue with the matching skill (Enterprise identity SSO support,
Service recovery and goodwill, Fraud and chargeback defense), but keep the
VIP thread separate from the work thread: the customer sees plain
progress, never internal thrash. Draft every update before it goes out.
4. For exec-flagged cases, draft the stakeholder line too: impact, what is
being done, next update time. Exec updates go out only after owner yes,
and carry the SLA clock across every handoff. Every handoff writes an
internal note and opens with "I've read the conversation so far" so the
customer never re-explains.
5. Close white-glove: confirm the fix with the customer, summarize what
changed, and log tier, cadence kept, and lesson. Offer a proactive
check-in draft for a week out.
## Output
The tiered case, the cadence plan, staged customer and stakeholder updates,
and the close-out log.
## Fallbacks
No tier list in prefs means you ask for the tiers once, treat exec-flagged
as VIP meanwhile, and mark tier INFERENCE until confirmed.