SOP AMU-031 · Part 3
Customer Service Operations
Channels, the six-step service rule, required information and case priority levels.
To ensure every customer receives fast, accurate, professional and consistent support.
Channels
- Website chat
- Telephone
- Social-media messages
- Future franchise / customer-service desks
Customer-Service Rule
Received
Recorded
Answered
Resolved
Closed
Measured
Required Information
For order-related queries collect:
- Customer name
- Order number
- Telephone
- Delivery area
- Product
- Issue
- Date
- Supporting photo / video if required
Priority 1 — Critical (escalate immediately)
- Product safety concern
- Suspected contamination
- Serious adverse reaction report
- Regulatory complaint
- Data / privacy issue
Priority 2 — Urgent
- Missing order
- Wrong product
- Payment taken but order missing
- Damaged delivery
- Refund dispute
Priority 3 — Normal
- Product questions
- Preparation guidance
- Delivery status
- Availability
Priority 4 — General
- Partnership inquiry
- General information
- Franchise inquiry