client-care-script

Customer Care Scripts

Available Tools

This skill can call the following MCP data services, to be used as needed during the execution process:

Yingmi Financial Data (qieman)

Service address:https://dashscope.aliyuncs.com/api/v1/mcps/Qieman/sse
Core capabilities: fund search/diagnosis, portfolio analysis/backtesting, asset allocation plans, CFP toolchain, chart rendering
Main tools for this skill:GetLatestQuotations, GetBatchFundPerformance, BatchGetFundNavHistory

Hundsun Golden Source Financial Data (gildata-aidata)

Service address: obtained after activating the Hundsun Golden Source MCP service, format is https://dashscope.aliyuncs.com/api/v1/mcps/<your-mcp-id>/mcp
Core capabilities: individual stock research (A/H/US), financial statements, capital flows, research report sentiment, wealth management products, macroeconomic data
Optional tools for this skill:IndexDailyQuote

Input Requirements

Required Information (injected via context)

Basic customer information: name/code, risk level
Care scenario: birthday/holiday/loss安抚/churn retention/other

Optional Information

Holdings overview (required for loss安抚 scenario)
Behavior tags
Customer's recent status or mood

If it is a loss安抚 scenario but no holdings are provided, proactively ask for them.

Execution Process

Step 1: Scenario Identification

Determine the care type:
- Birthday greetings: warm, personalized
- Holiday greetings: fitting the occasion, not overly promotional
- Loss安抚: rational, empathetic, providing a professional perspective
- Churn retention: sincere, not pressuring, reflecting value

Step 2: Data Supplementation (only for loss安抚 and retention scenarios)

qieman data source:

Call GetLatestQuotations to understand the market background
Call GetBatchFundPerformance to check the recent performance of held funds
Call BatchGetFundNavHistory to check the net value trend (determine whether it is a systemic or individual stock issue)

gildata-aidata data source (optional):

Call IndexDailyQuote to obtain detailed market index quotes, providing data support for the "overall market decline" in the安抚 script

Step 3: Generate the Script

Select the script framework according to the scenario
Key points for loss安抚:
- Express understanding ("I can understand how you feel")
- Provide rational analysis (market background, historical drawdown recovery data)
- Give recommended actions (hold/adjust/systematic investment)
Key points for churn retention:
- Understand the reason (dissatisfaction with returns/service/funding needs)
- Reflect value (review of past services)
- Provide a plan (not necessarily a product, possibly a service upgrade)

Output Template

## 客户关怀话术 | {客户姓名} - {场景}

### 场景分析
- **关怀类型**：{类型}
- **客户状态**：{分析}
- **沟通目标**：{维护关系/稳定情绪/挽留资产}

### 话术方案

#### 方案一：{风格标签}
> {完整话术}

#### 方案二：{风格标签}
> {完整话术}

### 沟通要点
- 应该做：{建议}
- 避免做：{禁忌}

### 后续跟进
- {后续动作建议}

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*话术仅供参考，请根据与客户的关系和实际情况灵活调整。*

Notes

Empathy first: in loss scenarios, empathize before analyzing; do not start by reasoning
Do not pressure: in retention scenarios, do not use intimidation, urging, or similar language
Personalization: Adjust the form of address and tone based on the customer's age and closeness of relationship
Compliance: When reassuring, do not promise recovery of principal, and do not imply "it will definitely rise back"