Free Sample Step-by-step SOP Template
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] |
