Sales Customer Feedback Response SLA
This Service Level Agreement (“Agreement”) is made and entered into as of [Date], by and between [Your Company Name], hereinafter referred to as "Company," and [Second Party], hereinafter referred to as "Client."
Purpose And Scope
This Agreement outlines the commitments and expectations set forth for the Company regarding the prompt and efficient management of customer feedback. It serves to establish protocols to ensure that all customer feedback is addressed in a timely and effective manner.
Definitions
2.1 Customer Feedback: Any input, suggestion, complaint, or comment received from customers regarding our products, services, or overall customer experience.
2.2 Response Time: The duration within which the Company commits to acknowledging and addressing customer feedback.
Response Time Goals
The Company is committed to adhering to the following response time objectives, categorized based on the nature of customer feedback:
3.1 General Feedback: Aim to respond within forty-eight (48) hours of receiving the feedback.
3.2 Complaints and Issues: Ensure acknowledgment within twenty-four (24) hours and strive to resolve or provide an initial progress update within seventy-two (72) hours.
Submission Channels
The Clients are encouraged to submit their feedback through the following designated channels:
Channel | Details |
Email | [Your Company Email] |
Online Feedback Form | [Your Company Website] |
Escalation Process
For critical or urgent feedback, the Company follows a structured escalation protocol as follows:
5.1 Level 1: Immediate response and handling by the assigned customer service representative.
5.2 Level 2: In cases requiring further attention, escalation to the Sales Manager for a prompt and effective resolution.
Communication Protocol
All communication with the Client will adhere to the Company's established tone and professionalism. Clear and transparent updates will be provided at each stage of the resolution process.
Monitoring And Reporting
The Company will regularly monitor and analyze response time metrics. A monthly report summarizing feedback trends, response times, and resolution rates will be submitted to the Customer Experience Committee.
Continuous Improvement
The Company is committed to continuous improvement of the feedback handling process. Regular reviews will be conducted to identify areas for enhancement and refinement of response strategies.
Review And Amendments
This Agreement will be subject to periodic reviews to ensure its relevance and effectiveness. Amendments may be made in consultation with relevant stakeholders to better align with evolving business needs.
By adhering to the provisions outlined in this Agreement, the Company strives to maintain a customer-centric approach, fostering positive customer relationships and contributing to the overall success of our organization.
Company:
(signature)
[Representative Name]
[Date]
Client:
(signature)
[Representative Name]
[Date]
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