Store Policy

Intent: This policy has been created to ensure that all employees understand the importance of providing excellent customer service and how they can contribute to a positive customer experience.

Scope: This policy applies to all employees who have contact with customers, including but not limited to customer service representatives, managers, and supervisors.

Policy: It is the policy of Eco Lab Supply to provide the best possible customer service. To do this, we have created this Customer Service Playbook that outlines our customer service philosophy and expectations. The Customer Service Playbook is a living document that will be updated as our team grows and changes. We encourage all team members to review the Customer Service Playbook regularly, and to make suggestions on how we can improve our customer service.

Customer interactions must be:

• well-timed
• professional
• courteous
• respectful of the customer’s time
• responsive to the customer’s inquiries and requests
• informative of any changes or updates that may affect customers

As customer service professionals, we will:

• create a culture of customer first throughout the company by living and breathing our customer service promise
• strive to provide an effortless customer experience by always putting the customer first and making it easy to do business with us
• be proactive in solving problems
• hold each other accountable to live up to our customer service promise
• continuously improve our customer experience by soliciting feedback, measuring results, and making changes based on what we learn

Service Standards Guidelines

Telephone:

• All calls will be answered within 6 rings.
• If we are unable to answer a call, it will be forwarded to voicemail.
• Voicemails will be checked every 2 hours and returned within 10 minutes.
• In case of high call volumes, customers will be given the option to leave a voicemail or receive a callback.

Email:

• All emails will be answered within 24 hours.
• If an email cannot be answered within 12 hours, the customer will receive an automated response notifying them that their email has been received and is being processed.

Live Chat:

• We will respond to all Live Chat requests within 5 minutes.
• If we are unable to respond within 5 minutes, the customer will be given the option to leave a message or receive a callback.

In-Person:

• We will greet all customers within 10 seconds of their arrival.
• We will answer all questions professionally and courteously.
• We will provide assistance in a timely and efficient manner.
• We will do everything possible to resolve any issues the customer is having.

Internal communication

• Supervisors are to be notified of any customer service issues that cannot be resolved by customer service representatives.
• In the event that a customer service representative is unable to resolve an issue, they will escalate the issue to their supervisor.
• Customer complaints will be logged and tracked in the [name] system.
• A resolution will be provided to the customer within 48 hours.

Complaint Handling Procedure

There will inevitably be occasions when a customer is dissatisfied with the service they have received. We aim to resolve all complaints as quickly as possible and to the customer’s satisfaction. Our procedure for handling complaints is as follows:

• All customer complaints must be logged by the receiving member of staff in a customer complaints form.
• The customer complaints form must be passed to the customer service manager immediately.
• The customer service manager will acknowledge receipt of the complaint in writing within 5 working days, enclosing a copy of this procedure. They will also investigate the complaint and decide on the appropriate course of action.
• Where it is not possible to resolve the complaint within 5 working days, the customer service manager will write to the customer again, enclosing a copy of this procedure and giving an indication of when a full response can be expected.
• The customer service manager will ensure that all complaints are resolved promptly and to the customer’s satisfaction.
• All customer complaints will be reviewed by the customer service manager on a [daily/weekly/monthly] basis.
• Customer complaints will be used to identify any areas where improvements need to be made to our service.
If you have any questions about this procedure, please do not hesitate to contact the Customer Service Manager. Thank you for your cooperation.

Constant Feedback Culture

Customers are the lifeblood of our company, and we wouldn’t be in business without them. We, therefore, want to maintain a client-focused culture within our company that puts customers first and values their feedback. This means learning from both customer success stories and failures.

That’s why:

• We always welcome feedback from our customers, whether it’s positive or negative. We want to know what we’re doing right and what we’re doing wrong so that we can continue to improve our customer service.
• We conduct customer surveys to obtain feedback from our clients.
• We encourage open communication between customers and customer service reps. We want our customers to feel like they can approach us with any problem or concern they may have.
• We take all feedback seriously and use it to improve our customer service. We want to be the best we can be for our customers, and their feedback is essential in helping us achieve that goal.

Thank you for taking the time to read this Customer Service Playbook, and we hope it will be a helpful resource for you.

If you have any questions or suggestions, please don’t hesitate to contact us.