If a business does not already have a customer service policy, it is time to start putting one together right away. Being able to give the best customer satisfaction is simplest when both the customers and employees know what to expect. The policy needs to be rigid and official for its employees, so the number of mistakes and misunderstandings will be reduced.
It helps to establish consistency with the customers and the employees no matter what kind of business it is or where it is done. Also, a customer policy acts as a shield by giving customers clear remedies and expectations. Here is how to put together a basic customer service policy.
Be Mindful of Things When Putting Together an Outline
There are six key things to remember when formulating the basis of a customer service policy. If these five things are adhered to, the policy should be easy to build. Here they are below.
- State what the company promises to do clearly, and the policy should include key points of the company’s operating procedure. The promises and operating procedures should clearly address hypothetical customer issues.
- Keep the policy short and do not use complex vocabulary Do not use any complex, legal language.
- The policy should be kept positive. Make sure all of the words used are not considered negative words because the policy should be a selling point.
- Ask what the employees think. Employees know the customer better than anyone, and most employees have had other jobs. Maybe some of them had customer policies that were not popular.
- The customer service policy should be kept to one page if possible.
There is a lot to work with, work around and only one page to do it, but it can be done.
The Right Elements for a Customer Service Policy
When the customer service policy starts to come together, the first things that need to be addressed are the customers’ needs and their trust in the businesses. For example, one thing the policy should address is how the customer should be treated.
It is common sense that every customer should be treated with respect, but the customer needs to see it in writing. It will make them feel better. Also, they need to know the company’s availability to them in case they have a question about the product or service or a complaint.
You can find an answering service available for businesses that are an outsourced, cost-effective and 24-hour service. As customers themselves, the team in charge of putting it all together should be off and running with the rest of the plan.
Post and Enforce
The customer service policy should be posted in strategic locations and emailed out to existing customers enrolled in any special email programs. The first part of the policies being effective is having them readily available. Additionally, the policy has to be enforced, especially by management.
For example, if the customer policy promises one things to customers, including a positive attitude, then any employee violating the policy should either be reprimanded, punished or terminated. Also, employees need to be able to bring it up if the need should arise. The policy is pointless if it is not seen or enforced.
Train the Employees and Be Willing to Change It
This is the easiest part of a customer service policy. Once it is put together by management, a workshop should be done. Each employee and new hire should learn and know the policy. Also, as far as changing it goes, it should not be changed on a fleeting basis. Review the policy every year, and the policy should evolve along with the business.
Depending on what type of business the customer service policy is for, there are probably other businesses out there just like it with their own. With any luck, they will be successful. Collect some policies already made from similar businesses for inspiration.