Policies are clear, simple statements of how the organisation intends to conduct its services, actions or business. They provide a set of guiding principles to help with decision making. Procedures are more detailed instructions about how policies should be carried out by employees. They provide a link between the organisation’s plans and strategies and day-to-day operations.
Organisations formalise customer service policies and procedures to ensure internal and external customers are treated consistently and to the desired result. Team members rely on policies and procedures for guidance on how to interact with customers; how to deal with unhappy customers or complaints efficiently and effectively; and how to deliver customer service in a manner consistent with organisational objectives.
Having policies and procedures in place and training team members on your directives can help encourage repeat business and improve the overall operations of the organisation. The role of managers, team leaders or supervisors in the organisation is to be familiar with the organisation’s customer service policies and procedures and use it as a framework for developing and maintaining an acceptable level of customer service.
Maintaining quality customer service policies and procedures requires an organisation to regularly monitor and review its service with regard to customer satisfaction. This should be an ongoing process of continuous improvement. Improvements to the customer service policies and procedures can be made through knowledge of what customers want and observing customer service staff.