Template

Customer Service SOP Template

A reusable SOP for service quality and response flow — so every team member handles tickets consistently.

Summary

Customer service SOPs codify tone, timing, and escalation. Without one, replies get inconsistent during staff changes or high volume.

Response standards

First response targets by channel (email / chat / phone / social)
Resolution targets by severity
Hours of coverage
Out-of-hours templates

Tone & language

First names vs formal address
Emoji use rules
Phrases to avoid ("unfortunately", "per our policy")
Preferred phrases ("happy to help", "I'll sort this")

Ticket handling workflow

Ticket arrives → auto-tagged by topic
Assigned to available agent within X minutes
Agent acknowledges, investigates, responds
Status: pending / resolved / escalated
Post-resolution follow-up after 3 days

Escalation rules

Refund over $X → manager
Complaint mentioning "lawyer" or "report" → owner immediately
Repeated unresolved ticket → team lead
VIP account → named relationship owner

Canned response library

Acknowledgement
Refund confirmation
Shipping enquiry
How-to / common question
Apology & remedy offer

Performance review

Weekly: response/resolution time, volume
Monthly: CSAT or thumbs
Quarterly: ticket categories, KB updates

Frequently asked questions

Who owns the SOP?

Single named person — usually the person running support. Their job: update every 3 months minimum.

Next step

Keep exploring related resources to strengthen this area of the business.

Use Complaint Handling Checklist

Phase 2 content slot (ads / affiliate)