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Customer Service Manual

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#1   Posted: 3 Jul 2007 19:47

I am currently drafting the bank's customer service manual. Need your opinion on the content. Is it proper to include Good Housekeeping or does Manuals on Customer Service focus only on the behavioral aspect such as office decorum, greetings and spiels, common courtesy?

Thanks for any advice.

#2   Posted: 3 Jul 2007 23:46   Edited by: suraya

I think you can add some more topics beside behavioral aspect such as;

1.About your bank
2.Organization structure
3.Quality policy of your organization ( If any)
4.Total network of your bank. ( location MAP of Branches if any)
5.Offered packages ( Need to update according to offer)
6.SOP (Standard Operating Procedure.)

#3   Posted: 4 Jul 2007 09:58

I include key company facts at the start of our customer service manual as well organization/departmental charts.


#4   Posted: 5 Jul 2007 06:20

Our customer service manual is very complete. It starts with the History of the company, goes to the departmental guideline, tells about products offered, has business policies and procedures and detailed procedures on how the customer service department handles orders and how they are entered. It also gives FAQ's and general infomation about the department.

#5   Posted: 11 Jul 2007 21:54

Thanks Suraya, Eliv, and Patilint for your inputs. My appreciation. Regards and have a good day!

For better customer service!

Neil Wilkins
#6   Posted: 12 Jul 2007 07:32

Remember that you should also include anything specific with regards to how the telephone should be answered/how you should great customers etc.


#7   Posted: 26 Jul 2007 08:21

Dont forget to include a service model chart that highlights the core of your CS operations for all to se

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