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SOP: Customer Service

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Purpose
The purpose of this SOP is to ensure a consistent and high-quality customer service experience for all clients. This document outlines the procedures for handling customer inquiries, complaints, and service requests, ensuring all interactions are handled professionally and efficiently.

Scope

  • Customer inquiries and service requests are resolved to the customer's satisfaction.

  • All customer interactions are documented and tracked in the customer management system.

  • Customer complaints are addressed and resolved within 48 hours.

  • Follow-up communication is completed to ensure customer satisfaction.


Resources Needed

  • Customer Relationship Management System (CRM)

  • Standard Response Templates

  • Company Policies and Procedure Manual

  • Communication Tools (Phone, Email, Chat)

  • Escalation Matrix

  • Training Materials for Customer Service


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Procedure
Step 1: Initial Contact
Greeting:
Answer the phone within three rings with a friendly greeting: "Thank you for calling us. How may I assist you today?"
For emails or chat inquiries, respond with a standard greeting: "Thank you for reaching out. How can we assist you?"

Identify the Customer's Needs:
Listen actively to the customer’s inquiry or issue.
Ask clarifying questions if necessary to fully understand the customer’s needs.

Record Details:
Enter the customer’s information and details of the inquiry or issue into the CMS.
 


Step 2: Resolving the Inquiry or Issue
Provide Information:

  • Use standard response templates for common inquiries.

  • If the information is not readily available, inform the customer that you will find out and get back to them within a specified timeframe.


Service Requests:

  • Schedule service appointments promptly and confirm details with the customer.

  • Provide the customer with a reference number and estimated time of service.


Handling Complaints:

  1. Listen to the customer’s complaint without interruption.

  2. Apologize for any inconvenience caused and assure them that the issue will be resolved promptly.

  3. Record the complaint in the CRM and notify the appropriate department for resolution.


Step 3: Escalation Process
Determine Need for Escalation:
If the issue cannot be resolved immediately, determine if it needs to be escalated to a supervisor or another department.

Notify the Customer:

  1. Inform the customer of the escalation and provide a timeline for resolution.

  2. Provide the customer with a point of contact for follow-up.


Follow-Up:

  1. Ensure the issue is being addressed by the appropriate department.

  2. Follow up with the customer within 24 hours to update them on the status.


Step 4: Confirmation and Documentation
Confirm Resolution

  1. Once the issue or inquiry is resolved, confirm with the customer that they are satisfied with the outcome.

  2. Thank the customer for their patience and for choosing your business


Document the Interaction:

  1. Update the CRM with the final resolution and any additional notes.

  2. Close the inquiry or service request in the system.


Step 5: Follow-Up
Post-Service Follow-Up:

  1. Send a follow-up email or make a follow-up call within 48 hours of service 
    completion to ensure customer satisfaction.

  2. Record any feedback in the CRM for future reference.


Continuous Improvement:

  • Review customer feedback regularly to identify areas for improvement.

  • Update training materials and response templates based on common issues and customer feedback.


Final Notes
Adhering to this SOP ensures that all customer interactions are handled efficiently and professionally, enhancing customer satisfaction and loyalty. Regular training and review of procedures will help maintain high standards of customer service.​

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Date of last review: [Insert date]

Next review due: [Insert date]

 

Approved by: [Insert name and title]

Date: [Insert date]

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