Sales & Marketing Procedures Manual

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Weight: 6 pounds

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Procedures Manual Sections:

Customer Service Policy

The Customer Service Policy is available in the Sales & Marketing Policies and Procedures manual.

The Customer Service Policy outlines the best practices for handling and processing complaints as well as other negative and positive customer feedback, and for compiling and reporting this feedback. The Customer Service Policy also improves customer satisfaction and improves products and processes by encouraging complaints.

The Customer Service Policy applies to all sales and marketing personnel, particularly the Customer Service Representatives, who receive customer complaints and other customer feedback. (14 pages, 2554 words)

Activities Covered in the Customer Service Policy

Customer Service Goals
Customer Service Plan
Servicing Complaints and Feedback
Measuring Customer Service
Improving Customer Service

References Used in the Customer Service Policy

ISO 1002:2004, Quality Management-Customer Satisfaction-Guidelines for Complaints Handling in Organization

Forms Included in the Customer Service Policy

Customer Feedback Form
Customer Complaint-Feedback Strategy Form