These days most organizations have a
customer service policy. This is because customer care is
becoming more important as companies strive for better customer
It is important that the customer understands what he or she
can expect in terms of service, and a customer service
policy can communicate this very well.
A basic policy may simply state the company's details; the
customer service phone number (which may include a freephone
or 0845 telephone number), fax and email contact points,
opening hours and delivery times.
The policy may spell out the roles of the contact center
staff and the level of courtesy that can be expected from
It goes without saying that good customer service
training should be in place in the order to fulfil the
customer's needs and expectations.
If an outsourcing company is used, it is very important that
the employees doing customer facing jobs have access to company policies and service
performance levels are measured from time to time.
Technology and CRM software in particular play a critical
part in the design and delivery of a customer service
policy. There are numerous customer relationship management
applications available and good care should be taken in the
selection and implementation of the right solution for your
In summary, a customer service policy is an important way to
reach out to customers and is another step on the road to
achieving customer loyalty.