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SOP-CS-001 · Customer Complaint Resolution
v1.0 · Standard SOP · Get It Documented
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
1
Listen without interrupting. Acknowledge before asking questions.2
Retrieve the order record using order number or customer email.3
Determine fault: company error vs. carrier issue.4
If company fault, offer replacement or full refund. Get manager approval over $50.5
Escalate carrier issues: open claim, provide case number to customer.🔒 Unlock full document + PDF — $9