Template

Customer Service Standard Operating Procedure

A ready-to-use customer service SOP covering inquiry handling, escalations, and complaint resolution — AI-customized for your team in under a minute.

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What's inside

Standard SOP sections, every time

01

Purpose & Scope

Defines who the SOP applies to and what channels and scenarios it covers.

02

Roles & Responsibilities

Clarifies what each role — CSR, team lead, manager, IT — is authorized and expected to do.

03

Greet and Identify

SLA timers, standard greeting script, and identity verification steps before any account access.

04

Understand and Document

Active listening, ticket categorization in the CRM, and setting customer expectations.

05

Resolve or Escalate

Tier 1 authority limits, warm escalation handoff protocol, and complaint acknowledgment language.

06

Close and Follow Up

Resolution confirmation, correct ticket closure, follow-up commitments, and CSAT survey dispatch.

07

Complaint Escalation Protocol

Triggers for immediate manager escalation: legal threats, regulatory mentions, safety, and data privacy.

How it works

From prompt to SOP in 4 steps

1

Start with this template

Open the Customer Service SOP — the full procedure from greeting to ticket closure is already structured.

2

Describe your team

Tell the AI your channels (phone, chat, email), team size, and CRM system — it rewrites the steps to match your setup.

3

Customize authority levels

Set your Tier 1 refund limits, escalation triggers, and SLA targets using the [BRACKET] placeholders.

4

Export and train

Download as PDF or DOCX and use it as a new-hire training guide or reference card for your team.

Customize This Customer Service SOP
About

A Customer Service SOP Template is a pre-structured standard operating procedure that defines exactly how your team handles every customer interaction — from the opening greeting through resolution and follow-up. It establishes SLA targets, scripted language for sensitive situations, escalation authority limits, and ticket documentation standards. Without a written SOP, customer service quality varies by individual: one rep gives a full refund, another denies the same request. A customer service SOP fixes that by specifying what each role is authorized to do, when to escalate, and how to document every outcome. This template covers multi-channel support (phone, email, live chat) for SMBs and can be trimmed to a single channel. It is built for practical daily use — not for a compliance binder — with plain-language steps that a new hire can follow on day one.

FAQ

Frequently asked questions

Can I adapt this for a specific channel like live chat or email-only support?
Yes. Prompt the AI: 'Adapt this SOP for email-only customer support with a 4-hour response SLA.' It will remove phone-specific steps and adjust the language accordingly.
How do I add our specific CRM system?
Replace [CRM SYSTEM NAME] and [KNOWLEDGE BASE LINK] with your actual tools. If you tell the AI 'We use Zendesk and Confluence,' it can rewrite the relevant steps using those tool names.
Does this cover social media complaints?
This SOP focuses on direct service channels. The template notes that social media follows a separate policy. Ask the AI to add a social media complaint section if needed.
Do I need to sign up to use it?
You can preview and edit the template as a guest. To export as PDF or DOCX, a free account is required.
Is this suitable for a small team of 2–3 people?
Absolutely. Prompt the AI: 'Simplify this for a 3-person customer support team with no dedicated team lead — the owner handles escalations.' It will remove the Tier 2 layer and adjust accordingly.

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Standard Operating Procedure: Accounting & Financial Management
1. Purpose
The purpose of this SOP is to establish a standardized framework for the [COMPANY NAME] accounting department to ensure accuracy, transparency, and compliance with GAAP (Generally Accepted Accounting Principles) and internal controls.
2. Scope
This procedure applies to all accounting staff, department heads, and management involved in financial reporting, expense management, and payroll within [COMPANY NAME].
3. Roles & Responsibilities
• Accounting Manager: Oversees the entire process, approves high-value transactions, and manages month-end closing.
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4. Procedure
4.1 Accounts Payable (AP) Workflow
1. Receive invoice via [EMAIL/PORTAL]. 2. Verify the invoice against the Purchase Order (PO) and Packing Slip (3-way match). 3. Enter invoice data into [ACCOUNTING SOFT
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Purpose
To establish a consistent, high-standard cleaning and maintenance routine for [PROPERTY NAME] to ensure guest satisfaction, safety, and 5-star cleanliness ratings across all booking platforms.
Scope
This procedure applies to all internal cleaning staff and third-party cleaning contractors responsible for turnover services at [PROPERTY ADDRESS].
Roles & Responsibilities
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Procedure
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• Enter the property at [CHECK-OUT TIME] and perform a quick walkthrough.
• Check for any major damages, missing items, or smoking violations.
• Take photos of any issues and upload them to [MANAGEMENT APP].
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1. Purpose
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2. Scope
This procedure applies to all BOH staff, including Executive Chefs, Sous Chefs, Line Cooks, Prep Cooks, and Dishwashers at [LOCATION NAME].
3. Roles & Responsibilities
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4. Procedure
4.1 Opening Procedures
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