Example SOPs: Customer Contact Specialist

We’ve made it easy for you to build your Customer Contact Specialist SOPs. Add the example SOPs to our SOPs template and then customise them to suit your specific systems & processes.

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Customer Contact Specialist SOPs

Creating Standard Operating Procedures for your Customer Contact Specialist work can be difficult and take time. That’s why we’ve created these example Customer Contact Specialist SOPs so you can jumpstart your SOP creation process. We want to help you set up your Customer Service systems and processes by taking these sample SOPs and building out your own SOPs template library. By having all your Customer Service procedures in one place, your team will have the information they need at all times. Let’s look at some Customer Contact Specialist SOP examples.

Customer Contact Specialist SOP Examples

1. SOP: Customer Inquiry Handling
Purpose: This SOP outlines the process for handling customer inquiries, ensuring prompt and accurate responses. It includes guidelines for active listening, gathering necessary information, and providing appropriate solutions or escalating issues when required. The goal is to enhance customer satisfaction and maintain a positive brand image.
Scope: All customer inquiries received via phone, email, or chat.
Person Responsible: Customer Contact Specialist
Related SOPs: Escalation Procedure, Complaint Resolution Process

2. SOP: Order Processing
Purpose: This SOP details the steps involved in processing customer orders, from order entry to fulfillment. It includes guidelines for verifying order details, checking product availability, coordinating with relevant departments, and ensuring timely delivery. The objective is to streamline the order fulfillment process and minimize errors.
Scope: All customer orders received through various channels.
Person Responsible: Customer Contact Specialist
Related SOPs: Inventory Management, Shipping and Delivery Process

3. SOP: Complaint Resolution Process
Purpose: This SOP outlines the procedure for handling customer complaints effectively and efficiently. It includes guidelines for acknowledging complaints, investigating the issue, communicating with the customer, and providing appropriate resolutions. The aim is to address customer concerns promptly, maintain customer loyalty, and improve overall service quality.
Scope: All customer complaints received through different channels.
Person Responsible: Customer Contact Specialist
Related SOPs: Customer Inquiry Handling, Escalation Procedure

4. SOP: Escalation Procedure
Purpose: This SOP defines the steps to be followed when customer issues cannot be resolved at the initial contact level. It includes guidelines for identifying escalation triggers, documenting relevant information, and escalating the issue to the appropriate level of management. The objective is to ensure timely resolution of complex or high-priority customer concerns.
Scope: All customer issues requiring escalation.
Person Responsible: Customer Contact Specialist
Related SOPs: Customer Inquiry Handling, Complaint Resolution Process

5. SOP: Quality Assurance Monitoring
Purpose: This SOP outlines the process for monitoring and evaluating customer interactions to ensure adherence to quality standards. It includes guidelines for call monitoring, evaluating customer service skills, providing feedback, and implementing corrective actions when necessary. The goal is to maintain consistent service quality and identify areas for improvement.
Scope: All customer interactions handled by customer contact specialists.
Person Responsible: Quality Assurance Team
Related SOPs: Customer Inquiry Handling, Complaint Resolution Process

6. SOP: Knowledge Management
Purpose: This SOP establishes guidelines for managing and updating the knowledge base used by customer contact specialists. It includes procedures for documenting frequently asked questions, product information, troubleshooting guides, and other relevant resources. The objective is to ensure accurate and up-to-date information is readily available to assist customers effectively.
Scope: All knowledge management activities within the customer contact department.
Person Responsible: Knowledge Management Specialist
Related SOPs: Customer Inquiry Handling, Order Processing

7. SOP: Performance Evaluation
Purpose: This SOP outlines the process for evaluating the performance of customer contact specialists. It includes guidelines for setting performance metrics, conducting regular evaluations, providing feedback, and identifying training needs. The objective is to assess individual performance, recognize achievements, and support continuous improvement.
Scope: All customer contact specialists within the organization.
Person Responsible: Human Resources Department
Related SOPs: Quality Assurance Monitoring, Training and Development

 

Customer Contact Specialist SOP Templates

Looking for SOP templates for your Customer Contact Specialist work? We’ve got you covered. You can build out your company SOPs using the sample SOP information above (added to our template) or our team can put together a starter SOPs template based on your Customer Contact Specialist work. Get in touch if you’ve got questions about the quickest way to build out your Customer Service SOPs library.