A customer care policy template setting out how everyone representing the organisation should deal with customers, as a simple list of standards.
This policy template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:
- Policy number and title
- Information-classification
- Version
- Page number / total pages
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developed over 25 years through practical use in the real world.
Further guidance on customers and feedback:
Download this policy template with your company name and logo already added!
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Customer Care Policy Template
A customer care policy template setting standards and guidance for the way the organisation's representatives conduct themselves with customers, built on understanding customers' needs and expectations and treating them with honesty and integrity.
The policy has Approved By and Date Approved fields and carries a Public information classification, so it can be shared with workers, clients and other interested parties.
What the Customer Care Policy Covers
- Purpose - core values and guidelines for anyone interacting with customers
- Conduct - professional, courteous and polite, and presentable, wearing any uniform provided
- Honesty and fairness - treating customers with integrity and respect, and giving correct and accurate information
- Privacy - customers' personal and confidential information protected
- Feedback - listening and responding to customer feedback, and reporting it to the line manager
- Communication - good response times, keeping customers informed of issues or delays, and using company communication facilities
- Service - always trying to provide the best possible service
Written to Be Shared
Like every alphaZ policy, this is written as a public policy statement that can be shared openly with workers, customers, suppliers and assessors. The internal detail of how it is carried out belongs in your procedures.
Using the Policy
Add your company name and logo, check each commitment matches what your organisation does and edit any that do not, then approve and date the policy and share it with workers and anyone else who needs to see it.
Who Needs a Customer Care Policy?
Any organisation whose workers deal with customers, and organisations working to ISO 9001 that want a written standard for customer communication and feedback.
Honesty and Integrity
The policy closes on the principles it is built on: honesty and integrity in every dealing with customers, and acting in a fair and helpful manner, as the basis for good customer relationships.
Works with the Customer Care Procedure
The PP-1-04 Problems Complaints Customer Care Policy Procedure covers customer care, problems and complaints, the F-Q12 Customer Questionnaire collects feedback, the F-IMS51 Customer Complaints Register and ER5 Feedback Analysis Register record and analyse it, and the TT-1-04 Problems, Complaints and Customer Care toolbox talk briefs workers.
Document Control
The footer carries the policy number and title, information classification, version and page numbers, and the approval fields record who approved the policy and when, so it can be controlled with the rest of your management system documents and listed on a document register such as the F-IMS20 Document Register.
Related Policies
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