What is a customer service policy

What is a customer service policy? A customer support policy is an evolving document that is developed for the support team to all be on the same page regarding how the business will serve the customer. It offers information, guidance, and examples of what to do to ensure customer satisfaction. It's a cohesive set of processes that guide the entire customer support approach and philosophy.

What is in it? There are typically two parts to a customer service policy. The first is the glossary of appropriate terms. It lists the terms that any business should use to describe what the company does. It may also include information about any processes or organizational components that are related to customer care.

The second part consists of actual policies. These policies describe how each employee in a workplace can go about making things better for customers. It may call for a review of workplace productivity, or the creation of a real time tracking system. The policies may cover anything from the verbal description of services offered to the actual scheduling of employees to real time response to customers. In either case, the policies must make sure everyone is working together to make the best possible customer experience. They also need to explain who has the authority to make changes to a product or service if it doesn't work as expected.

What is in it for me? Like any piece of writing, a customer service policy has goals for its readers. The goal of most policies, though, is the same: To serve the needs of customers better. Therefore, they almost always include instructions on what employees should do to make customers happy. This includes instructions on correcting mistakes, keeping customers informed and even encouraging referrals.

How do I use this stuff? Every business with customers needs a customer service policy. The best way to set one up is through an organized team meeting. At the meeting, all employees should be invited to write down their goals for the year. Then, those goals should be discussed among the team members in the real-time strategy session. During this meeting, each team member should formally write down his or her goal for the year along with the instructions for how he or she will achieve it during the year.

Can I put this in the employee handbook? Of course, a company's customer service policy document can definitely be incorporated into an employee handbook.