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
VIII. Revision History
Version | Date | Description | Author |
|---|
1.0 | 2054-09-18 | Initial SOP creation | [Your Name] |
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