Why You Need Customer Service Processes, and How to Get Started Now

The following is a guest contribution from Mary Shulzhenko. Mary is a digital marketer, content strategist and a copywriter. She is passionate about writing on customer service, customer experience, small business, marketing and a variety of other business topics. She provides the original content for LiveAgent, an award-winning and the most reviewed help desk software for SMBs in 2018. You can find her on LinkedIn.

Would you agree to fly on a plane knowing that the crew was simply ‘told’ what to do but didn’t use clear guidelines and instructions? Probably not.

Sadly, that is how many organizations operate today – without realizing that it may result in a wide range of negative consequences, from employee inefficiency, to lost customers and profits.

Telling employees what to do is not nearly as effective as having a set of written step-by-step instructions they can follow, explaining how exactly routine operations should be performed. That’s where standard operating procedures, or SOPs, come in.

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