{"id":31765,"date":"2020-09-04T09:18:05","date_gmt":"2020-09-04T09:18:05","guid":{"rendered":"https:\/\/www.proprofsdesk.com\/blog\/?p=31765"},"modified":"2026-01-16T16:24:41","modified_gmt":"2026-01-16T16:24:41","slug":"customer-service-policies-and-procedures","status":"publish","type":"post","link":"https:\/\/www.proprofsdesk.com\/blog\/customer-service-policies-and-procedures\/","title":{"rendered":"How to Implement Customer Service Policies for Your Growing Business"},"content":{"rendered":"

In a parallel universe, customers might be 100% satisfied with every brand they buy from. However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe.<\/span><\/p>\n

For example, who could forget the dreadful incident of the <\/span>United Express Flight 3411<\/span><\/a> in 2017?<\/span><\/p>\n

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees.\u00a0<\/span><\/p>\n

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. However, it did miss the shot in executing them to reality. A big \u2018<\/span>Business Sin<\/b>\u2019 indeed.\u00a0<\/span><\/p>\n

So how do you possibly take your service policies out of presentation slides and build your business culture around them?<\/p>\n

Well, <\/span>Amazon CEO, Jeff Bezos<\/span><\/a> might have the most practical answer. As a leader, Jeff has always emphasized the power of customer service. As part of their annual training session, Jeff asks thousands of Amazon managers, including himself,\u00a0<\/span>to \u00adattend two days of call-center training.\u00a0<\/span><\/p>\n

The goal?<\/p>\n

To ensure that employees absorb Amazon\u2019s philosophy, which is to listen to the customers.<\/p>\n

Therefore, if your business is in the process of developing some astounding customer service policies, this blog will offer the help you need. Let us get started!<\/p>\n

<\/span>Understanding Customer Service Policies and Procedures<\/strong><\/span><\/h2>\n

Before we jump into anything else, let us first explore the definition of customer service standards.<\/p>\n

\"Customer<\/p>\n

Such service standards can help you establish a business culture around \u2018customer-centricity,\u2019 and they often act as holy guidelines for your customer service representatives. Your entire organization must understand, value, and follow these standards at every customer touchpoint.<\/span><\/p>\n

Why does your business need \u2018honest\u2019 customer service policies?\u00a0<\/strong><\/h3>\n

Framing your customer service policies comes with an important choice: to hold back important information or to be 100% forthright with the truth. A majority of customers feel that businesses are not overly honest with them, and such powerful notions have the potential to work against you. So what\u2019s the right mix here?<\/span><\/p>\n

<\/span>Under Promise + Over Deliver <\/b>\u00a0<\/b>> <\/b>\u00a0Over Promise + Under Deliver<\/b>\u00a0<\/span><\/span><\/h2>\n

You can go on a never-ending spree and shower your customers with unrealistic promises just to grab their attention. But then what? Sooner or later your customers will taste the bitter truth.<\/p>\n

Amerisleep, the luxury mattress company, presents the right example of an honest retail customer service policy. Their service policy initially might look unreal, however, they have always delivered what they promised. They offer a <\/span>100-night sleep trial<\/span><\/a> to customers, and for rare return cases, they have partnered with local charities to donate the used mattresses. Amerisleep\u2019s experts have adopted eco-friendly materials and the right technology to offer an impressive 20-year warranty on their mattresses.\u00a0<\/span><\/p>\n

The brand is surely spending sleepless nights to ensure its customers sleep sound.<\/p>\n

\"Amerisleep\"<\/p>\n

Credit: <\/span>Amerisleep.com<\/span><\/span><\/em><\/p>\n

<\/span>Importance of Service Standards For a Business<\/strong><\/span><\/h2>\n