Writing A Customer Service Manual

Without them, your employees will have varying personal standards.Therefore, it is important to consider carefully what kind of image you wish to project, as a company, when you are developing your new manual.

The two terms are often used interchangeably, but there are key differences between the two.

A policy states what management wants employees to do, and a procedure describes how that task should be done.

Without clear direction, employees usually have varying personal standards. Without a dress code, some of your employees might wear a suit to work, while others might wear jeans and t-shirts.

If you would like your employees to convey a consistent image to your customers or clients, a dress code takes the guesswork out of the situation.

More than just a list, the manual also should provide details on things are done the way they are done.

Writing A Customer Service Manual

Now, you may be wondering what the differences between policies and procedures are.

Policies, then, are the rules and guidelines under which a company, division, or department operates.

In your manual, you will have policies for the overall company, for specific parts of the company, and for individual employees.

When employees are required to read the manual, sign a statement that they agree to abide by it, they can be held accountable for their actions.

When you pay careful attention to the content of your policy and procedures manual, it can help you defend disciplinary actions and other actions in a variety of business situations.