1.
What level of service should every customer consistently receive
2.
How quickly staff must acknowledge or resolve inquiries
3.
When and how issues get passed to higher support levels
4.
Steps for receiving, documenting, and resolving customer complaints
5.
How you measure whether customers feel supported
6.
Processes that ensure service accuracy and professionalism
7.
Rules for when and how customers can get their money back
8.
Conditions under which products or services can be returned
9.
Expected behavior from staff
10.
Promised performance or commitments to customers
11.
How customer data is collected, stored, and protected
12.
Security measures to prevent misuse
13.
The defined path from issue identification to solution
14.
How customer input is gathered, reviewed, and acted on
15.
The methods customers can use to reach your team
17.
same quality of service every time
