Free Guides for Support Leaders

Safe AI customer service automation: five patterns you can defend to Legal

Five controls, one question to ask any vendor about each

The five patterns that stop AI disasters like Cursor, Klarna, Air Canada and Commonwealth Bank, with a vendor checklist and a dated comparison of Hay.chat, Fin and Zendesk AI.

A customer service quality assurance rubric that scores outcomes, not scripts

Six categories weighted 60/40 to outcomes, plus the calibration routine and a four-week rollout

A six-category QA rubric weighted to outcomes, the calibration routine that makes scores mean something, the reviewer biases to watch, and a four-week rollout.

How to automate customer support without losing your best people

Audit, pilot with every reply reviewed, expand, and bring the team along. Updated through 2026

A four-phase roadmap for support leaders, with what Klarna, McDonald's and Air Canada did next in 2025 and 2026, and an honest plan for your agents.

How to Write a No Refund Policy

Legal in the US, UK and EU, with three templates

What UK and EU law lets you exclude from returns, what it never does, and three copy-paste policies for US, UK and EU stores.

How to Write a Refund Policy

Six decisions, a worked example and a free template

The six decisions every refund policy needs, applied to an example Shopify fashion store, plus UK, EU and US rules side by side.

Return Policy Examples

Ten clauses to copy, and what each one misses

Ten annotated return policy clauses from ten kinds of store, checked against UK, EU and US law, with a template that combines the good parts.