Standard Operating Procedure (SOP): Email Customer Support

Company: Merchwheels LLC

Purpose

To ensure consistent, professional, and efficient responses to customer inquiries, fostering

Scope

This SOP focuses on ensuring quick and efficient responses to customer inquiries (minimum
response time: within 2 hours). Due to increased demand and slower-than-usual production
times, a higher volume of customer concerns and complaints is expected. This SOP provides
clear guidelines to manage these challenges while maintaining professionalism and delivering
timely resolutions to enhance customer satisfaction.

Daily Work Check-In

Each team member is required to submit a daily work summary at the end of their shift to ensure
transparency and effective communication. This summary must be sent to the designated team
lead or manager via email or a shared reporting system.

Daily Summary Requirements

Include the following in your report:

●​ Work Hours:
●​ Total hours worked during the shift.
●​ Start and end times (e.g., 9:00 AM – 5:00 PM).
●​ Completed Tasks:
●​ Archived Order Confirmation Emails: Total number processed.
●​ Updates Made: Provide details for any adjustments made during the shift, including:
●​ Refunds (e.g., number processed and reasons).
●​ Returns/Partial Returns (e.g., customer details and status of returns).
●​ Shipping Information Updates (e.g., tracking updates or corrections).
●​ Defected Product Reports (e.g., cases identified and actions taken).
●​ Customer Relations:
●​ Emails Sent to Comfort Angry Customers: Count and summarize how complaints
were addressed and outcomes (e.g., resolved, escalated, or pending).
●​ Challenges or Escalations:
●​ Note unresolved issues or complaints that require management review.
●​ Highlight recurring problems or trends (e.g., shipping delays, product defects).
●​ Additional Notes:
●​ Include suggestions for process improvement or observations during the shift.
Example:

Date: 11/08/2024​
Shift: 7:00 AM – 8:00 AM​
​
- Archived 645 order confirmation emails.​
- Completed updates:​
#6243: Cancelled order due to accidental purchase.​
#2592: Refunded shipping as a one-time courtesy for delay.​
#6309: Updated shipping information.​
#1512: Replacement sent for defective product; draft order created.​
#5958, #5810, #5811: Updated shipping information.​
#5655: Refunded shipping fee; customer upset.​
​
- Observations: 30% of emails were about shipping delays. Used the recommended response
templates from the provided document.

Procedure

1. Receiving and Categorizing Emails

1.1 Log into the customer support inbox at the start of your shift.

1.2 Scan new emails and categorize them based on the nature of the inquiry:

●​ Order Status
●​ Shipping/Delivery
●​ Returns/Refunds
●​ Product Questions
●​ Complaints
●​ General Feedback

1.3 Prioritize emails:

●​ Urgent issues (e.g., delayed orders, complaints): Respond within 2 hours.

2. Crafting the Response

2.1 Tone Guidelines:

●​ Be empathetic and professional.

3. Escalation Protocol
3.1 Escalate the following cases to a supervisor or specialist:

●​ Legal complaints.
●​ Repeated unresolved issues.
●​ Refund disputes exceeding standard policy.

3.2 Include in escalation:

●​ Customer's email thread.

4. Follow-Up

4.1 For unresolved cases, send follow-ups every 2 business days until resolved.

4.2 Once resolved, thank the customer and confirm their satisfaction.

●​ Example: "We're glad we could resolve this for you! Please let us know if you have any
further questions."

5. Quality Assurance

5.1 Conduct weekly reviews of email responses for adherence to tone, accuracy, and
professionalism.

5.2 Use feedback to improve response templates and team training.

Email Response Structure

Shipment Delay

First Complaint (Discount Code):

"Hello [Customer's Name],

Thank you for reaching out, and we sincerely apologize for the delay with your order. We
completely understand your frustration. As we're currently in our busiest season, we're
experiencing a high volume of orders, but rest assured that we're doing everything we can to get
your order shipped as soon as possible.

As a token of our apology, here's a 15% discount code: ZN9VDW5RMXWM, for your next order.
We hope this helps, and we truly appreciate your patience and understanding.

If there's anything else we can assist you with, please don't hesitate to let us know.

Warm regards,"
Second Complaint (Shipping Fee Refund):

"Hello [Customer's Name],

We appreciate your patience and understanding as we work through these delays. I've brought
your concerns to our management team, and we're happy to let you know that we've arranged a
refund of your shipping fee as an apology for the inconvenience.

Thank you for your support and understanding during this busy season. Please know that we're
here for you every step of the way until your package arrives. If you have any further questions,
feel free to reach out.

Warm regards,"

Third Complaint (5% Refund):

"Hello [Customer's Name],

Thank you for your patience, and we apologize again for the delay. I wanted to let you know that
your shipment is currently on its way to your home. Our team is closely monitoring all packages
to ensure they reach our customers as quickly as possible.

As a gesture of apology for the inconvenience, we've arranged a 5% refund on your order.
Please let us know if this solution works for you, and feel free to reach out with any further
questions.

Thank you for your understanding and support."

Fourth Complaint (10% Final Refund):

"Hello [Customer's Name],

We truly apologize for the continued inconvenience, and we appreciate your patience with us.
To further address the delay, I can offer an additional 10% refund on your order. Please note
that this will be the final partial refund we can provide at this time.

Thank you for your understanding, and please don’t hesitate to reach out if you have further
questions.

Warm regards,