Free SOP Simple Template
SOP
1. Purpose
The purpose of this SOP is to establish a clear and effective process for handling customer complaints to ensure customer satisfaction and to improve the overall service quality at [Your Company Name].
2. Scope
This SOP applies to all customer service representatives and any staff members who may be involved in handling customer complaints at [Your Company Name].
3. Definitions
-
Customer Complaint: Any expression of dissatisfaction by a customer regarding a product or service.
-
Resolution: The process of addressing and solving the customer's complaint.
4. Responsibilities
-
Customer Service Representatives: Responsible for receiving, recording, and resolving customer complaints.
-
Customer Service Manager: Responsible for overseeing the complaint handling process, providing guidance, and escalating issues if necessary.
-
Store Manager: Responsible for reviewing unresolved complaints and making final decisions.
5. Procedure
5.1. Receiving the Complaint
-
Greet the customer warmly and ask them to explain the issue.
-
Listen actively and take notes to ensure you understand the complaint fully.
-
Apologize for the inconvenience and assure the customer that their complaint will be addressed promptly.
5.2. Recording the Complaint
-
Record the complaint in the Customer Complaint Logbook or the designated system.
-
Include the following details:
-
Date and time of the complaint
-
Customer's name and contact information
-
Description of the complaint
-
Product or service involved
-
Action taken
-
5.3. Resolving the Complaint
-
Analyze the complaint and determine the appropriate course of action.
-
If the complaint is straightforward, resolve it immediately by offering a replacement, refund, or any other suitable solution.
-
If the complaint requires further investigation, inform the customer about the expected timeline for resolution and provide a reference number.
5.4. Escalating the Complaint
-
If the complaint cannot be resolved at the customer service level, escalate it to the Customer Service Manager.
-
The Customer Service Manager will review the complaint and decide on further actions or escalate it to the Store Manager if necessary.
5.5. Follow-Up
-
Contact the customer to confirm that the complaint has been resolved to their satisfaction.
-
Record the resolution in the Customer Complaint Logbook or the system.
5.6. Reporting
-
Prepare a monthly report of all complaints received, resolved, and pending.
-
Submit the report to the Store Manager for review.
6. References
-
Customer Service Policy Document
-
Customer Complaint Logbook/System
7. Revision History
Version |
Date |
Description of Changes |
Approved by |
---|---|---|---|
1.0 |
January 1, 2050 |
Initial SOP creation |
[Your Name] |