Writing A Customer Service Manual

Writing A Customer Service Manual-7
More than just a list, the manual also should provide details on things are done the way they are done.Now, you may be wondering what the differences between policies and procedures are.In other words, the manual spells out the consequences for work behavior and takes out any opportunity for ambiguity, which can cause hurt feelings.

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An effective manual describes critical daily tasks that must be accomplished for your business to run safely and efficiently.This manual enables you to simplify employee training, and to focus your company for growth.The manual can be printed and placed in a three-ring binder, placed in a folder on a network share drive, or automated and published online using procedures management software. What is important is that everyone in your company knows about the manual, reads and understands the manual, and knows where to find it when they need it.As a piece of required reading for all employees, it states business goals and policies and communicates appropriate standards of action and behavior for all employees.Your manual should include your company best practices, your core business process descriptions, and the specific methods and standards for how work is performed.By documenting your standards, you communicate what is important for your company's quality, growth, and customer satisfaction.With a policy and procedure manual in place, your staff will have somewhere to go when the unexpected happens or, in other words, when they wonder, "What do I do now? " Let's take a look at the benefits of having written policies and procedures.Essentially, your policy and procedure manual is really about good communication. Your employees need to know what you expect of them.Your supervisors need a manual to reference for managing day-to-day business processes.Without them, your employees will have varying personal standards.Therefore, it is important to consider carefully what kind of image you wish to project, as a company, when you are developing your new manual.


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