SOP-CS-001: Customer Complaint Handling

Document owner: Support Lead
SLA: Acknowledge within 2 business hours
Version: 1.2

Purpose

Resolve customer complaints consistently, empathetically, and with a documented outcome.

Procedure

1. Acknowledge the complaint within 2 business hours and restate the issue in the customer's words.
2. Log the complaint with category, severity, and linked account.
3. Investigate using order history, prior tickets, and relevant product notes.
4. Propose a resolution aligned to policy (fix, replacement, credit, or explanation).
5. Confirm the customer accepts the resolution or escalate if they do not.
6. Document root cause and close the ticket only after confirmation.

Severity guide

Quality checks

• Customer felt heard
• Policy was applied correctly
• Follow-up date set if needed
• Root cause note captured