What is Customer Service Policy?
Customer Service Policy, what does that mean?
There is no shadow of a doubt that customer care is
becoming more and more important, nowadays, that is the reason why companies and organizations have developed customer service policy, to become better at customer engagement and deliver the customers’ needs.
Through customer service policy, customers or clients will understand and know more about your organization or company, they can, through your customer service policy, expect what kind of service they shall receive.
In a simple and basic customer service policy, customers will know more details like the customer service phone number, fax, and email contact points, opening hours, and delivery times. The policy can also include the role of the contact center staff and the level of courtesy that can be expected from them.
Simply, the customer service policy is there to fulfill the customer’s needs and expectations.
Customer service policy should be known by every employee in the company, whether outsource employees or insource employees, especially for those who work face- to face the customers, they should have access to company policies and service performance levels are measured from time to time.
There are a lot of factors that can affect the design and delivery of customer policy. These factors may include Technology and CRM ( Customer Relationship Management) software.
The bottom line, customer service policy is an essential way to reach out to your customers, and it will help you to achieve their loyalty and become a loyal customer to your brand.
In the next few lines, we will discuss why customer service policy is so important and how you can develop a good and strong customer service policy, keep on reading to know more.
Why Customer Service Policy is Important?
“The starting point of developing an excellent customer service policy is to define how you intend to treat your customers” -Mark Thompson
When you start off your company, it would be a small company or “ start-up”, and accordingly you will have few employees, but as time goes by your company will get bigger and you will hire more employees, and the number of customers will increase, that is when the room of mistakes becomes bigger.
One of the biggest mistakes that any growing company fall into, is that they don’t care about customer care, they only see one goal and that is growing” up in the market.
We ll know that the growth of the business is essential but to ensure the customer service remains consistent, there should be a defined customer service policy. Customer service policy should be mandatory for all in the organization
It is a known fact that retaining an existing customer is much harder than gaining a new one, and that is because nowadays customer knows and understand what is customer service policy.
You know asking yourself, why customer service policy is som important, and the answer is easy. Since the customer is the life-blood of your company, maintaining a good customer service policy will ensure to keep your customer satisfied, happy, and eventually loyal.
How Customer Service Policy is Important for Employees?
You might think that the customer service policy is only important for customers, you might think that it is only there to keep the customers satisfied and happy and transforming them into a loyal customer, but the fun fact that the customer service policy is as important for the employees as it is for the customers.
Through customer service policy each and every employee in your organization is will understand the importance of serving customers with the same high level of quality.
When understanding customer service policy, the employees ill now that putting the customer’s needs above theirs is ore important, showing empathy and caring, and trying to solve the customer’s problems is their number one responsibility..
How can you develop a Customer Service Policy For Your Employees?
You, as a business owner, can help your employee in understanding the Customer Service Policy, by writing a well expressed one, in form of rules and paths that can easily be followed.
By following the Customer Service Policy will lead to the empowerment of the employees as well as ensuring that customers are satisfied with the services of the company most of the time.
A well-expressed and written customer service policy, you will let your customer know exactly what to expect from your business and the service you are offering, and in the following few lines some tips for a well-developed customer service policy you can have.
How to Develop Customer Service Policy?
Research has found that almost 75% of customers will stop using a specif service if they found out that the customer service agents are not coping with them, and only you can make sure that your customers are having the best customer service through creating a well-written customer service policy, and here is how you can do so,
Creating your Customer Service Policy
Vision statement
A vision statement is a guiding principle that explains how your business is going to interact and communicate with the customers.
To create a vision statement, list five reasons your business will be successful with the next 5 years, pus the reason why you think your customers love what you are offering them.
Through this list, you can come up with the vision statement you are looking for.
Understand How Your Customers Think
You can only know your customer’s problem by listening to them and paying attention to every detail they say. And you can only solve their problem by identifying the reason for this problem and offering and proposing some solutions
Train Your Employees
Before posting any new customer service policy make sure that your employees know it all, train your 
employees well, they are the ones wh are detailing with your customers every day.
A successful customer service policy is the system that provides employees with instructions for ensuring customer service excellence.
A well-expressed customer service policy will sate clearly states how such service would put and keep the company ahead of any competitor by giving customers more than they expect, proactively determining their needs, and ensuring that they have minimal problems.
