Writing A Customer Service Manual

Writing A Customer Service Manual-89
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.When employees are required to read the manual, sign a statement that they agree to abide by it, they can be held accountable for their actions.

The two terms are often used interchangeably, but there are key differences between the two.

A policy states what management wants employees to do, and a procedure describes how that task should be done.

New workers will use the manual to help them get up and running in a timely manner.

An effective manual describes critical daily tasks that must be accomplished for your business to run safely and efficiently.

In other words, the manual spells out the consequences for work behavior and takes out any opportunity for ambiguity, which can cause hurt feelings.

When company policies and procedures are in writing, you let employees know exactly what they need to do to remain employed with your company.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.Policies typically reflect that desired image or brand.Uniformity Policies create a level of uniformity in employee rights and responsibilities.With a written guidebook to refer to, your team will have clear directions from management on how to handle specific works situations.Clearly defined policies and procedures express the company's desire to make consistent and impartial decisions.Since, an effective manual contains both policies and procedures, let's look more closely at each of them.A policy is a guiding principle that sets the direction for an organization.


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