Sample Step-by-step SOP

I. Introduction

This SOP outlines the process for handling customer complaints effectively and consistently within [Your Company Name]. The goal is to ensure that all complaints are addressed promptly and resolved to the satisfaction of the customer.

II. Purpose

The purpose of this SOP is to provide a clear and consistent procedure for managing customer complaints, enhancing customer satisfaction, and improving service quality.

III. Scope

This SOP applies to all customer service representatives and managers within [Your Company Name].

IV. Responsibilities

• Customer Service Representatives: Initial complaint intake and resolution.

• Managers: Oversight of the complaint resolution process and escalation management.

• Quality Assurance Team: Monitoring and reporting on complaint handling performance.

V. Procedure

A. Complaint Intake

Step	Description	Responsible Party	Timeframe
1	Receive complaint via phone, email, or in-person.	Customer Service Rep.	Immediate
2	Record complaint details in the CRM system.	Customer Service Rep.	Within 1 hour
3	Acknowledge receipt of the complaint to the customer.	Customer Service Rep.	Within 24 hours

B. Complaint Assessment

Step	Description	Responsible Party	Timeframe
1	Review complaint details and categorize the issue.	Customer Service Rep.	Within 24 hours
2	Assign complaint to the relevant department.	Customer Service Rep.	Within 48 hours
3	Notify the customer of the assignment and expected resolution time.	Customer Service Rep.	Within 48 hours

C. Resolution Process

Step	Description	Responsible Party	Timeframe
1	Investigate the complaint and gather necessary information.	Relevant Department	Within 5 business days
2	Develop a resolution plan and communicate it to the customer.	Relevant Department	Within 7 business days
3	Implement the resolution and follow up with the customer to ensure satisfaction.	Relevant Department	Within 10 business days

D. Follow-Up and Feedback

Step	Description	Responsible Party	Timeframe
1	Request feedback from the customer on the resolution process.	Customer Service Rep.	Within 14 business days
2	Review feedback and identify any areas for improvement.	Quality Assurance Team	Within 15 business days
3	Document findings and update SOP as necessary.	Quality Assurance Team	Within 20 business days

VI. Documentation

All complaints, resolutions, and feedback must be documented in the CRM system. Records should be retained for a minimum of 3 years.

VII. References

• CRM System User Guide

• [Your Company Name] Customer Service Policies

VIII. Revision History

Version	Date	Description	Author
1.0	2054-09-18	Initial SOP creation	[Your Name]

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