All About The Customer Service Protocol and How To Design it


As customers nowadays recommend the products and services that make them happy, ensuring customer service has become one of the priorities of companies seeking customer loyalty.

Positive customer service is one of the most important aspects for a brand thanks to the impact it has on consumers.

For companies, it is important to maintain a good service and for this, It is essential to develop a customer service protocol that allows all company employees to know what the proper procedures are for dealing with customers, in order to achieve your business goals.

Customer service representatives are responsible for ensuring quality service and responding to customer concerns. They are the first contact that a client has with the company when a question or complaint arises regarding a product or service.

If you want to promote the loyalty of your customers through a positive experience in your customer service, you need a customer service protocol that encourages efficient performance in your representatives.

In this article we will tell you how to make a customer service protocol so that you can design one for your company that allows any interaction with the customer to go smoothly.

Once what is clarified, we can talk about what this fundamental concept is for in the life of companies.

What is the use of having a customer service protocol?

Have a customer service protocol not only will it allow you to set communication parameters, but also will help your employees to follow the same line of communication answer customer questions and complaints smoothly.

Here are some of the advantages of having a customer service protocol for your company:

Increase the speed of responses

Sometimes customers have complaints that can be resolved quickly. Customer service protocol will help your employees identify these complaints and address them immediately. This way customer service representatives can prevent this discontent from escalating to a higher level by resolving them instantly.

Promotes fluent dialogue

It is important to mention that the customer service protocol is not a script to be followed to the letter, but rather a guide that offers customer service representatives all the necessary tools to establish a fluid dialogue between the company and customer.

This is obtained through parameters and advice on how to respond to any customer complaints or comments in a respectful manner.

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Empower customer service representatives

This tool allows customer service representatives to reinforce their knowledge of the areas and procedures of the company, as it contains useful information to resolve any conflict that the customer presents at any time.

Ensures positive interaction with customers

The customer service protocol is a tool that contains a guide that in turn contains multiple scenarios that can be presented during the interaction with a customer. It ensures that communication runs smoothly, since in most cases, users’ questions or complaints are usually similar.

Standardize the quality of customer service

The customer service protocol enables you to precisely standardize company procedures and create a stable workflow. In this way, it ensures internal quality and efficiency in which all service representatives work under the same line towards a common direction.

Thus, it is important that this document is written clearly and in detail so that employees can find information that is useful to them in all possible scenarios.

When it comes to crafting a customer service protocol, here are six essential steps to writing your document in a clear and detailed way.

1. Specify the mission and vision of your company

Developing a mission and vision for your business is essential to achieve your goals and objectives, as well as to establish a positive relationship with your customers. The customer service protocol should contain the mission and vision that establish what the purpose of your business is, so that customer service representatives work with this in mind.

The mission and vision will allow the customer service representatives to know what is the development and operation of your organization, in addition to generating a sense of belonging and identification, which translates into motivated and more productive workers.

2. List the roles of your employees

Making it clear what the duties of each of the employees in your company are helps to eliminate any type of confusion. Make the customer service protocol a useful guide that contains all the necessary data to contact employees. You must detail what their function is within the company, in which department they work and what is their hierarchy.

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3. Define what is good customer service according to your company

Competition in the market is becoming stronger and therefore companies strive every day to offer the best customer service with which they can ensure the loyalty of their consumers.

Because most consumers start doing business with competitors after a poor customer service experience, It is important that the definition you have about this concept is established clearly and precisely in the customer service protocol.

This way, your customer service representatives will understand what your purpose is.

4. Establish the fundamental rules of a customer service representative

It is essential to establish the protocols or the rules of customer service. At this point you must clearly and precisely detail the way in which customer service representatives should deal with customers and under what quality standards; This includes the type of language and the tone of the conversations.

For example, if a customer communicates to give negative comments about your product or service, the customer service protocol should establish the fundamental guidelines on the language and the correct way in which the customer service representative should address that situation, how to stay calm and respond as quickly as possible, being honest and transparent at all times.

5. Describes the protocols for interaction with customers in each of the communication channels.

Currently the way in which consumers interact with brands is very diverse and depends on the products and services in the market. Some companies offer a combination of communication platforms for customers to contact, such as social media, phone, email, etc.

The customer service protocol should contain information on how to implement communication with customers in each of the channels you use and on the correct way to address each complaint or comment.

6. Show a contingency plan

Although consumer questions and complaints are often similar, sometimes unforeseen situations arise.

The customer service protocol should include a contingency plan in the event of problems; This contingency plan offers solutions to clients with problems different from those generally received, with the aim of effectively solving any eventuality.

2 examples of customer service protocol

As we’ve already mentioned, customer service protocols help reps respond to consumer questions and complaints effectively.

There are different customer service protocol examples that may inspire you to start designing your own. The most important thing is to seek customer satisfaction. Knowing what their complaints could be regarding your product or service can give you a guide to knowing what information your customer service protocol should contain.

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1. Hostelpime

To achieve the level of customer service satisfaction, Hostelpime drafted a customer service protocol for its employees in which they can find the necessary information to meet the needs of customers when they visit their establishments.

The document is written very clearly and consists of an introduction that talks about the attitude and attributes that employees must have to deal with customers, a section that details the importance of offering good customer service and shares what it is like possible to carry out a good practice.

In addition, it contains information on how to retain a customer through good service, as well as a contingency plan that lists some of the causes for which a customer may feel upset.

By last, This sample customer service protocol gathers information on handling complaints and claims in the event that customer dissatisfaction is still present, despite all the efforts of the employees.

2. Uber

With the new restrictions due to the pandemic, some companies updated their customer service protocols. An example is the one carried out by Uber with the health protocol “No mask, no trip.”

As part of its safety standard, all users and driving partners must wear a mask during the trip, thus offering optimal and safe customer service in all its units.

As you can see, having a customer service protocol in place will not only help your customer service representatives know how to respond to customer complaints and comments, but you will also be able to offer a positive experience to your customers at times when those who may be unhappy; with this you will be able to strengthen the relationship.

We hope these examples inspire you. Remember that the customer service protocol must be adapted to your company, its characteristics, type of industry and business model. Good luck.

Jerry Gordon

About Jerry Gordon

Webmaster, nature and tech lover. Jerry manages the day-to-day operations at DigiToolsadvisor. He loves enjoying his free time, but most of all, trying new tools to master.