The Importance of a Standard Operating Procedure in Customer Service


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question 1 of 3

A benefit of standard operating procedures for a customer would be:

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1. Which of the following questions should be considered when developing a customer service operating procedure?

2. Companies that invest in mentoring and training employees will experience:

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About This Quiz & Worksheet

Having a process in place to handle customer complaints and questions makes customer service easier on everyone involved. This quiz and worksheet will check your understanding of what makes an effective interaction between workers and customers, including how to design these processes.

Quiz & Worksheet Goals

This quiz and worksheet will cover the following:

  • What performance coaching is
  • The questions a business should consider when creating a customer service procedure
  • How mentoring and training affect staff and customers
  • What a customer service operating manual can do
  • The ways that computer software can benefit staff

Skills Practiced

These assessments use the following skills:

  • Reading comprehension - ensure that you draw the most important information from the related lesson on customer service operating procedures
  • Information recall - access the knowledge you've gained regarding how procedures help staff be more effective
  • Knowledge application - use your knowledge to answer questions about effective methods of helping staff work better with customers

Additional Learning

To learn more about customer service procedures, review the lesson called The Importance of a Standard Operating Procedure in Customer Service. The lesson discusses the following:

  • How a customer service operating procedure can help customer relations
  • The ways that software programs use decision trees to make things easier
  • Why consistency is important in customer interactions