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Customer Service SOP Templates

20 standard operating procedure templates for customer service. Each available in 12 industry-specific variants.

Customer Complaint Handling

A structured procedure for receiving, documenting, investigating, and resolving customer complaints to restore satisfaction and prevent recurrence.

10 steps
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Support Ticket Escalation

A defined process for escalating support tickets that cannot be resolved at the initial tier, ensuring timely handoff to the appropriate team with full context.

10 steps
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Customer Onboarding

A comprehensive procedure for welcoming new customers, setting up their accounts, and guiding them through initial product or service adoption to ensure a positive first experience.

8 steps
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Feedback Collection

A systematic approach to gathering, organising, and acting on customer feedback from multiple channels to drive continuous improvement.

8 steps
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Returns and Refunds

A standardised procedure for processing product returns and issuing refunds efficiently while maintaining accurate inventory and financial records.

9 steps
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Service Level Agreement Monitoring

A disciplined process for tracking, measuring, and reporting on service level agreement compliance to ensure commitments to customers are consistently met.

8 steps
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Customer Satisfaction Survey

A structured procedure for designing, distributing, and analysing customer satisfaction surveys to measure service quality and inform improvement strategies.

8 steps
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VIP Client Management

A dedicated procedure for managing high-value clients with personalised service, proactive engagement, and priority access to ensure retention and growth.

8 steps
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Warranty Claim Processing

A systematic procedure for receiving, validating, and fulfilling warranty claims efficiently while maintaining compliance with warranty terms and consumer law.

8 steps
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Live Chat Response

A procedure for managing live chat interactions with customers to provide quick, accurate, and professional support through the chat channel.

8 steps
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Phone Call Handling

A comprehensive procedure for managing inbound and outbound customer phone calls with professionalism, accuracy, and efficiency.

8 steps
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Email Response Templates

A procedure for creating, maintaining, and using standardised email response templates to ensure consistent, professional, and efficient email communication with customers.

8 steps
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Service Recovery

A procedure for identifying, responding to, and recovering from service failures to restore customer confidence and turn negative experiences into opportunities for loyalty.

8 steps
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Customer Offboarding

A structured procedure for managing the departure of customers who choose to end their relationship, ensuring a professional exit experience and valuable retention insights.

8 steps
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Loyalty Program Management

A procedure for administering the customer loyalty programme, including enrolment, points management, reward fulfilment, and programme performance analysis.

8 steps
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Appointment Scheduling

A procedure for managing customer appointment scheduling, rescheduling, and cancellations to optimise resource utilisation and minimise customer wait times.

8 steps
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Follow-Up After Service

A structured procedure for contacting customers after service delivery to confirm satisfaction, address any remaining concerns, and strengthen the customer relationship.

8 steps
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Social Media Response

A procedure for monitoring, responding to, and managing customer interactions on social media platforms in a timely, professional, and brand-consistent manner.

8 steps
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Knowledge Base Update

A procedure for creating, reviewing, and updating knowledge base articles to ensure customers and staff have access to accurate, current, and useful self-service information.

8 steps
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Customer Data Update

A procedure for processing customer requests to update their personal or account information accurately and securely while maintaining data integrity and compliance.

8 steps
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