This Customer Service Plan Template is a template for a company to use to create a
customer service plan. The template includes the principles of the plan, namely that (1)
customers know what they want, (2) customer needs are paramount and (3)
communication is key to success. The template also includes policies regarding: (a)
customer interaction, (b) customers with disability, (c) pricing, (d) notification of known
delays, (e) refunds and (f) complaints. This can be customized to provide for any
additional industry specific language that may be necessary. This template should be
used by small businesses or other entities when creating a customer service plan.
CUSTOMER SERVICE PLAN
Effective: ___________ [Instruction: Insert Date]
___________ [Instruction: Insert Company name] is in business to provide ___________
[Instruction: Insert what company does] to our customers, along with numerous related
services. We are dedicated to making every customer experience with us special and earning
your continued business. We work very hard to make your entire experience with us a positive
Although we are successful in this effort most of the time, there are times when things do not go
as smoothly as we, and you, would like. Servicing ___________ [Instruction: Insert Amount
(i.e., hundreds/thousands/millions)] of customers each day is challenging and complex.
Inevitably, our services are affected by adverse circumstances, some of which are within our
control and some of which are not.
This Customer Service Plan addresses a number of the service goals we have defined for
ourselves. Every customer is important to ___________ [Instruction: Insert Company name],
and we are dedicated to making every experience you have with us something special.
This Customer Service Plan is based on ideas, suggestions, and feedback received from our
customers as well as an extensive best practices search. It defines our customer service standards
and processes for building and maintaining high quality services to meet those standards. The
following principles drove the process for developing the plan:
Customers Know What They Want. Rather than sitting back and assuming that we know what
you want and need, we went out and asked. Through formal surveys, focus groups, and
conversations, we are listening to what our customers think about the types and quality of
services and products we offer. What we have learned is helping to shape the ways in which we
strive to redirect our services to ensure that we continuously improve our ability to meet your
Customer's Needs Are Paramount. Based on feedback from our customers, we must respond to
comments and suggestions about improving the way we deliver products and services.
Communication Is Key to Our Success. Developing effective tools to maintain lines of
communication with our customers will perform our service goals better. By developing more
effective ways to direct information to our customers and by providing clearer paths to receive
feedback, we will better address customer needs and concerns.
Customer Interaction. All customers of ___________ [Instruction: Insert Company name] are
entitled to and shall receive: fair, courteous and professional treatment, information that is
accurate and current, timely responses to requests, and reasonable access to appropriate staff.
Customerâ€™s With Disabilities. We will not discriminate against any customer with a disability.
Employees who interact with a customer with disabilities will exhibit kindness, awareness and
Lowest Pricing Available. Customers calling or visiting our office and/or visiting our website
will be offered the lowest available pricing for the products or services requested. If you do not
provide specific information about your requirements, we will provide you with a range of
options suitable for your general needs.
Notification of Known Delays and Cancellations. When unforeseen problems occur and the
delivery of product and/or services are delayed or cancelled, we will make every effort to notify
our customers in a timely and accurate manner with the best available information.
Refunds. We will strive to process eligible refunds in the time frames set out below, upon
receipt of all required information. Some products and services are not refundable. For all
eligible products and services purchased with a credit card or cash, refunds will be provided
within ___ [Instruction: Number] business days of receipt of the required refund information.
(The credit card refund may take up to two billing cycles before appearing on a credit card
statement, so you should contact your credit card company directly to verify receipt of the
credit.) Eligible products and services purchased with a check will be refunded within ___
[Instruction: Number] business days of receipt of the required information. All refund requests
should be sent to: ___________ [Instruction: Insert Company name], Attn: Refund
Department, ___________ [Instruction: Insert Address 1], ___________ [Instruction: Insert
Address 2] and should include: a receipt for the products and/or services purchased, a brief
explanation of the reason for the refund, your name, address, telephone number and email
address and the form of payment used to purchase the ticket
Handling of Customer Issues. Our goal is to be a service and product leader in the ___________
[Instruction: Insert Industry Type] industry. When customer service issues arise, we try to
resolve them at the first point of contact. As a result, we have devoted resources to the front line
and rely on our personnel to solve most problems during daily activity. Additionally, our
Customer Relations department is dedicated to addressing unresolved customer comments and
concerns. The Customer Relations department will respond to our customers' written complaints
within sixty (60) days. Every complaint will be personally read and a response will be sent to the
customer. Customer Relations can be reached at: ___________ [Instruction: Insert Company
name], Attn: Customer Relations Department, ___________ [Instruction: Insert Address 1],
___________ [Instruction: Insert Address 2], or by phone at ___________ [Instruction:
Insert Phone Number]. In your correspondence with Customer Relations, please be as
specific as possible, including dates and provide all supportive documentation.
We take the customer service goals in this plan very seriously. We know that you expect nothing
less. However, the Customer Service Plan does not create contractual or legal rights. For
example, we are not responsible for any special, incidental, or consequential damages for delays,
cancellations, late refunds, or other instances in which we do not meet our service goals.
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