Book 10 · Part 1
Customer Service
Channels, response standards and complaint flow.
SOP 10.01 — Customer Contact Channels
- Website / live chat
- Telephone
- Social-media direct messages
All important conversations should be recorded or summarized in CRM.
SOP 10.02 — Response Standard
Target: initial acknowledgement as quickly as practical during operating hours.
High priority:
- Payment problem
- Wrong product
- Damaged product
- Missing parcel
- Adverse reaction report
- Refund dispute
- Legal / regulatory complaint
SOP 10.03 — Complaint Flow
Customer complaint
Case number
Verify customer / order
Classify issue
Collect facts
Resolve or escalate
Corrective action
Customer communication
Close case
Analyse trend