A customer service policy is a written document that employees follow when dealing with customers who are not satisfied with the company’s products or services. It also lists that how employees should behave so as to improve the overall experience for customers.
Most companies today provide a wide range of products and services and employ a sizeable number of employees. A customer service policy ensures that each person within the organisation understands the importance of serving the customers consistently with the same high quality of service — irrespective of which department the employee may work in or at what rank. Such a policy ensures that the employees know that they must put the needs of the customers before their own and that providing empathetic, caring and responsive service is everyone’s responsibility.
Policies for giving information to customers
A well-expressed and written down customer service policy is like a set of rules and a path, which when followed will lead to empowerment of the employees as well as ensuring that customers are satisfied with the services of the company most of the time.
While giving information to the customers, a sales associate must :
• be polite and friendly with the customer.
• respect customer differences like values, cultures and beliefs.
• respect dignity of all customers.
• listen carefully and respond in an attentive way to customer inquiries.
• protect confidentiality of information.
• acknowledge customers by name.
• introduce himself or herself by name and role.
