It is necessary to develop policies and procedures that are in alignment with a ‘caring’ culture.
Policies are principles or guidelines created or adopted by an organization to reach its long term goals. They are designed to influence and determine all major decisions and actions, and all activities that take place within the boundaries set by them.
Procedures are the specific methods or steps employed to express policies in action in day-to-day operations of an organization.
Here’s a sample policy & procedures document:
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CUSTOMER SERVICE POLICY SAMPLE
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Policy No: ANCS 12356
Approved By: Charles Dickens
Date Issued: 2/13/2014
Revised By: Paul Simon
Last Revision: 5/18/2014
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During interaction with our customer service agents, customers can expect to:
• Be served by warm and friendly agents
• Be treated with genuine care
• Be acknowledged appropriately and addressed by name
• Be treated courteously and with respect
• Be listened to patiently
• Receive the same high standard of service regardless of their age, race, gender, ethnicity, religion or physical limitations
• Receive prompt and timely service
• Receive knowledgeable service and professionalism from our agents
• Have all issues or concerns raised to be addressed and resolved to their satisfaction
• Have their privacy and confidentiality respected
1. We are all about caring
All customers must be treated with genuine care and concern. Put yourself in the customer’s shoes and connect with them at that level.
2. Attitude matters
All agents must greet every customer with a warm and friendly smile. Keep a professional yet friendly attitude throughout your interaction with a customer, even an irate customer.
3. We deliver satisfaction
Every customer must be satisfied with the solution provided before the end of the interaction. An interaction is not complete until the customer confirms that they are happy with the service or solution provided.
4. Extra-ordinary is the norm
It’s the extra mile that we go or the little extras that we give our customers that make a lasting impression and create loyalty. Make a conscious effort to go out of your way to make sure that the customer gets what they need, their problem is solved and that they are happy and satisfied.
5. Fast response says ‘we care’
- All calls should be answered within 3 rings
- Hold time should be less than one minute
- Voicemails should be returned within the hour
- All emails and tickets should be replied within 2 hours
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I hope you found this useful. Please let me know your thoughts.
And if you need any help documenting your policies and procedures, email me at: Info@RoyalOnlineBusinessSolutions.com. I’ll be glad to help.
At your service,
Karen