Customer Service Standard Operating Procedures

The basics of customer service extend to face-to-face, phone and Internet sales. Every business should have a set of standard operating procedures (SOPs) when dealing with customers. These SOPs should be straightforward and understandable.

Listening

The customer service representative must listen to customers. He must ask questions and rephrase the customer's problem if necessary. This reassures the customer that she was heard.

Empathy

Apologize to the customer for the problems that were caused. As applicable, offer the customer discounts on products and services to accommodate for not meeting the customer's expectations.

Follow-up

Advise the customer of the next steps, take those actions and communicate back to the customer what was done. Perform as promised and keep the customer updated.

Courtesy

Be polite. Say "please" and "thank you." Do not allow the customer to use vulgar language. If she does, politely advise her not to, and that if it continues, the call will be disconnected.

Processes

Document frequently customer issues. Work behind the scenes to eliminate repeat problems.

References

• How to Change the World
• Customer Service in Restaurants
• More on SOP

Resources

• How to Write an SOP