Understanding Standard Operating Procedures

Learning Outcome

After completing this unit, you will be able to: 

1. Understand what SOPs are
2. Understand the benefits of SOPs
3. Understand how to use the SOP feature within traCXio

SOP or Standard Operating Procedures are a set of documented guidelines and instructions that outline the steps and processes to be followed in a consistent and standardised manner. When it comes to improving customer experience within a Customer Journey and Service Blueprint, SOPs play a crucial role in ensuring that every interaction and touchpoint with the customer is seamless and meets their expectations.

Customer Onboarding Process

SOPs define the step-by-step process for welcoming new customers and getting them started with your product or service.

Example: Create an SOP for a software company that includes sending a welcome email, providing a tutorial video link, and scheduling an onboarding call with a customer success representative.\

Customer Support Ticket Handling

SOPs Outline how customer support tickets are received, assigned, prioritised, and resolved.

Example: Document the steps for logging a customer complaint, assigning it to the appropriate team member, and setting response time expectations.

Feedback Collection and Analysis

SOPs describe the procedure for collecting customer feedback through surveys, reviews, or other channels, and how to analyse this feedback for actionable insights.

Example: Develop a process for aggregating and categorising customer feedback, conducting regular analysis, and prioritising improvement initiatives based on customer input.

Service Recovery Process

SOPs detail the steps to follow when a service issue or error occurs to quickly address and rectify the situation.

Example: Create an SOP that includes immediate acknowledgment of the issue, investigation to determine the cause, and communication of a resolution plan to the affected customer.

Cross-Selling and Upselling

SOPs define how and when to introduce additional products or services to existing customers to enhance their experience.

Example: Develop a guideline for customer service representatives on when and how to recommend complementary products or services during customer interactions.

Employee Training and Development

SOPs document the training process for employees, ensuring they have the necessary skills and knowledge to provide excellent customer service.

Example: Create a training program SOP that covers initial onboarding, ongoing development, and performance evaluation of customer-facing staff.

Complaint Escalation Procedure

SOPs specify how to handle customer complaints that cannot be resolved at the frontline, including when and how to escalate issues.

Example: Define the criteria for escalating complaints to a higher-level customer support or management team and establish response timeframes.

These SOPs are essential tools for organisations looking to systematically improve the customer experience across all touchpoints in the customer journey and service blueprint. They ensure consistency, efficiency, and continuous improvement in delivering exceptional service to customers.