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SOP-CS-001 · Customer Complaint Resolution
PURPOSE
Ensures every complaint is resolved consistently and professionally, protecting customer relationships and reducing churn.
SCOPE & RESPONSIBILITIES
CSRHandles initial contact and resolution
ManagerApproves refunds over $50
PROCEDURE
1Listen without interrupting. Acknowledge before asking questions.
2Retrieve the order record using order number or customer email.
3Determine fault: company error vs. carrier issue.
4If company fault, offer replacement or full refund. Get manager approval over $50.
5Escalate carrier issues: open claim, provide case number to customer.
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