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Other Procedures
Sales & Marketing Procedures Manual
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The Customer Service Policy outlines the best practices for handling and processing complaints as well as other negative and positive customer feedback, and for compiling and reporting this feedback. The Customer Service Policy also improves customer satisfaction and improves products and processes by encouraging complaints.

The Customer Service Policy applies to all sales and marketing personnel, particularly the Customer Service Representatives, who receive customer complaints and other customer feedback. (14 pages, 2554 words)

Activities Covered in the Customer Service Policy

• Customer Service Goals
• Customer Service Plan
• Servicing Complaints and Feedback
• Measuring Customer Service
• Improving Customer Service

References Used in the Customer Service Policy

• ISO 1002:2004, Quality Management-Customer Satisfaction-Guidelines for Complaints Handling in Organization

Forms Included in the Customer Service Policy

• Customer Feedback Form
• Customer Complaint-Feedback Strategy Form