The responsibility of ensuring quality services and catering to various concerns and complaints by customers rests on the shoulders of customer service teams. These are the people who are the face of any organization. In order to attain customer loyalty it is essential to develop and follow a customer service protocol, which will not only enable employees to deliver better services but will make their jobs simpler and more efficient.

Protocols offer Action Plan for Customer Service Employees

Customer Service protocols are a unique set of rules that explain the correct conduct and procedures in regard to dealing with customers, communication, recording and other forms of interactions. A protocol would take into account multiple scenarios to ensure that any transaction or interaction goes smoothly since most of the processes are repeatable.


Advantages of Developing Customer Service Protocols


Standardization and Efficiency

The presence of customer service protocols ensure that all procedures and operations are carried out in a standard manner, hence, meeting the quality standards. Protocols have a way to enhance internal efficiency, as all employees work on the same wavelength.


Additionally, protocols allow consistency, since every time the same kind of service is replicated, regardless of who is handling the task. All employees are required to follow the same set of instructions, which considerably makes the process of training and passing on instructions easier.

Training and Human Resource Development

Moreover, when new employees are inducted into the company, it is easier to train and educate them about the protocols, since there is already a clear set of instructions. The presence of protocols offers a high degree of consistency in the delivery of customer service and the internal workflow of the department.

Audit Trails

Since customer service protocols are well-thought out in advance, it enables the company to generate audit trails, as information is rigorously recorded and communication channels work without any hiccups or dysfunctions.


Constituents of Customer Service Protocol


Let’s have a look at the following essential elements.

Roles and Responsibilities of Employees

A customer service protocol lists down the duties of all employees, along with details about organizational hierarchy in the company. This is likely to eliminate any confusion or ambiguity about the roles and responsibility of various employees, in addition to making the lines of communication clearer, which would make it effective and fast. Subsequently, the presence of customer service protocols promises to streamline all business process, hence, enhancing customer service experience for clients. The instructions should also include what is expected of the employees and the way they are required to interact with other coworkers and customers.

Procedural Information about Various Tasks

Customer service protocols explain how things should be done relating to customer service operations and other official business. The detailed how-to guide is not only useful for new employees, but comes in handy for all workers as there is a need to constantly reinforce these procedures until they become part of their muscle memory. These protocols can also be used as training guide for new employees, since each and every procedure is thoroughly explained which makes it considerably easy to learn and follow.

Contingency Plans

Another important part of customer service protocols include contingency plans for various situations or when things don’t happen according to plan. For example, it would include instructions to deal with disgruntled customers or aggressive customers. It would also outline contingency plans for trouble-shooting problems that customers may be facing. Problem solving and service recovery are all a part of this.


Customer service protocols should be developed by people working within the organization, preferably, managers or supervisors, since it is important to be familiar with the realities of the job before an instruction manual can be generated. In the same way, it is essential to seek input from the customer service employees, as their perspective about the operations of the department can be seen as feedback to improve procedures for the future.

Customer Service protocols should be designed so that it facilitates learning and guidance without any help from co-workers. This can be made possible through the use of pictures, illustrations and even videos should be added to make the learning process fun and interactive. Real-life examples could be included to ensure that employees fully understand the processes. Additionally, self-test sections could be added at the end so that employees can test their understanding and grade themselves.