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CITY OF COCOA UTILITIES HANDBOOK EXHIBIT CUSTOMER SERVICE DIVISION POLICY MANUAL TABLE OF CONTENTS 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.NEW ACCOUNTS
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Start by clearly defining the purpose and objectives of the customer service division policy.
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Identify the key guidelines and procedures that need to be included in the policy.
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Develop a step-by-step process for handling customer inquiries, complaints, and feedback.
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Define the roles and responsibilities of customer service representatives and managers.
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Outline the communication channels and tools that will be used for customer interactions.
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Include guidelines for maintaining customer privacy and protecting confidential information.
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Incorporate a system for measuring and monitoring customer satisfaction.
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Customer service division policy outlines the standards and procedures that the division follows to ensure high-quality customer service.
All employees within the customer service division are required to file the policy.
Employees must review the policy, sign it to acknowledge understanding, and submit it to the appropriate department.
The purpose of the policy is to standardize customer service practices, ensure consistency, and improve overall customer satisfaction.
The policy should include guidelines on communication, problem-solving, escalation procedures, and customer feedback.
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