Customer Service Standard Operating Procedures
Handle inquiries, complaints, refunds, and support consistently. Download 17 proven templates to standardize your processes. All templates are included with the Full AI Automateur Membership.
Customer Service SOP Templates
Choose from 17 comprehensive templates
Customer Complaint Resolution SOP
Handle customer complaints consistently and turn negative experiences into positive outcomes
Template Includes:
- • Complaint intake and triage process
- • Investigation protocols
- • Resolution decision framework
- • Communication templates
- • Follow-up procedures
- • Escalation matrix
Customer Response Protocol SOP
Standardize response times and communication quality across all customer interactions
Template Includes:
- • Response time standards
- • Communication guidelines
- • Email templates
- • Phone scripts
- • Escalation procedures
Support Ticket Handling SOP
Manage support tickets efficiently from creation to resolution
Template Includes:
- • Ticket creation guidelines
- • Priority assignment matrix
- • Escalation procedures
- • Communication templates
- • Quality assurance checklists
Refund Processing SOP
Process customer refunds accurately and efficiently
Template Includes:
- • Refund eligibility criteria
- • Processing checklists
- • Communication templates
- • Quality control procedures
- • Audit trail documentation
Customer Onboarding SOP
Guide new customers through initial setup and adoption
Template Includes:
- • Onboarding checklists
- • Communication templates
- • Training materials
- • Success metrics tracking
- • Customer feedback surveys
Customer Escalation Matrix SOP
Define clear escalation paths for complex customer issues
Template Includes:
- • Escalation level definitions
- • Decision authority matrix
- • Escalation process steps
- • Communication templates
- • Quality assurance procedures
VIP Customer Protocol SOP
Provide enhanced service levels for high-value customers
Template Includes:
- • VIP identification criteria
- • Enhanced service protocols
- • Account management procedures
- • Success metrics tracking
- • Communication templates
Multilingual Support SOP
Provide consistent support across multiple languages
Template Includes:
- • Language support matrix
- • Agent assignment procedures
- • Quality assurance processes
- • Communication guidelines
- • Technology requirements
Customer Feedback Collection SOP
Systematically collect and analyze customer feedback
Template Includes:
- • Feedback collection channels
- • Survey design guidelines
- • Analysis procedures
- • Action framework
- • Success metrics tracking
Customer Crisis Management SOP
Handle customer crises and emergency situations effectively
Template Includes:
- • Crisis classification matrix
- • Response team structure
- • Communication protocols
- • Recovery procedures
- • Success metrics tracking
Service Level Agreement Management SOP
Monitor and maintain service level agreements with customers
Template Includes:
- • SLA component definitions
- • Monitoring procedures
- • Breach management protocols
- • Communication guidelines
- • Success metrics tracking
Customer Response Protocol SOP
Standardize response times and communication quality across all customer interactions
Template Includes:
- • Response time standards
- • Communication guidelines
- • Email templates
- • Phone scripts
- • Escalation procedures
Refund Processing SOP
Handle refund requests efficiently and maintain customer satisfaction
Template Includes:
- • Refund request forms
- • Eligibility checklists
- • Processing workflows
- • Communication templates
- • Quality monitoring reports
VIP Customer Handling SOP
Provide exceptional service to high-value customers
Template Includes:
- • VIP identification criteria
- • Account manager guidelines
- • Communication templates
- • Service level agreements
- • Performance tracking tools
Complaint Escalation SOP
Systematically escalate complex customer complaints to appropriate levels
Template Includes:
- • Escalation matrix
- • Contact directories
- • Communication templates
- • Resolution tracking forms
- • Process improvement guidelines
Customer Feedback Collection SOP
Systematically collect and analyze customer feedback to improve service quality
Template Includes:
- • Survey templates
- • Feedback analysis tools
- • Trend reporting formats
- • Improvement action plans
- • Communication protocols
Multilingual Support SOP
Provide consistent support services across multiple languages
Template Includes:
- • Language detection tools
- • Translation service guidelines
- • Staff training programs
- • Quality monitoring checklists
- • Cultural sensitivity resources