SOP

Title: SOP for Handling Customer Complaints
SOP Number: [SOP-001]
Effective Date: January 1, 2055
Review Date: January 1, 2056
Version: 1.0
Department: Customer Service
Prepared by: [Your Name]
Approved by: [Approver’s Name and Title]

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1. Purpose

The purpose of this SOP is to outline the procedure for handling customer complaints at [Your Company Name] to ensure timely resolution, maintain customer satisfaction, and comply with company policies.

2. Scope

This SOP applies to all employees within the Customer Service Department who are responsible for receiving, managing, and resolving customer complaints.

3. Responsibilities

• Customer Service Representatives (CSRs): Responsible for logging complaints, initiating the resolution process, and following up with customers.

• Customer Service Manager: Responsible for overseeing the complaint resolution process, ensuring timely follow-up, and escalating issues when necessary.

• Quality Assurance Team: Responsible for reviewing resolved complaints to identify patterns and areas for improvement.

4. Procedure

4.1 Receiving the Complaint

1. Greet the Customer: Always start with a polite greeting and acknowledge the customer's issue.

2. Listen and Document: Listen to the customer’s complaint without interruption. Document the details in the Customer Complaint Log (Form CCL-01).

3. Acknowledge the Issue: Confirm your understanding of the complaint and assure the customer that it will be addressed promptly.

4.2 Classifying the Complaint

1. Severity Assessment: Classify the complaint based on its severity (Low, Medium, High) using the Complaint Classification Criteria (Appendix A).

2. Assign a Priority: Assign a priority level to the complaint (Urgent, High, Normal) based on the severity assessment.

4.3 Initiating the Resolution Process

1. Investigate the Issue: Gather all necessary information from internal records or relevant departments.

2. Provide an Interim Response: If the issue cannot be resolved immediately, inform the customer of the investigation and provide a timeline for resolution.

3. Implement a Solution: Based on the investigation, determine the appropriate corrective action and implement the solution.

4.4 Communicating with the Customer

1. Update the Customer: Regularly update the customer on the status of their complaint until resolution.

2. Confirm Resolution: Once the issue is resolved, confirm with the customer that they are satisfied with the outcome.

4.5 Closing the Complaint

1. Log the Resolution: Document the final resolution in the Customer Complaint Log.

2. Follow-Up: Contact the customer within 7 days to ensure ongoing satisfaction.

3. Archiving: Archive the complaint details and related correspondence in the Complaint Archive System (CAS) for future reference.

5. Documentation

• Customer Complaint Log (Form CCL-01): Used to record all details of the complaint.

• Complaint Classification Criteria (Appendix A): Guidelines for classifying the severity of complaints.

• Complaint Archive System (CAS): Database for storing resolved complaints and related documentation.

6. Review and Approval

This SOP will be reviewed annually by the Customer Service Manager and approved by the Head of Operations. Any changes to the SOP must be documented and communicated to all relevant personnel.

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Appendices

Appendix A: Complaint Classification Criteria

Severity Level	Description	Examples
Low	Minor inconvenience, easily resolved	Late delivery, minor billing errors
Medium	Moderate impact, requires further action	Product defects, service disruption
High	Significant impact, urgent resolution	Safety issues, legal concerns, major service failure

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