wikiHow Standard Operating Procedure Template Title: [Title of the SOP] Purpose: [Briefly explain the purpose of the SOP] Scope: [Specify who is responsible for implementing the SOP and where it applies] Responsibility: [Clarify who is responsible for following the SOP] Procedure: [Step 1: Provide a clear and concise instruction for the first step of the process] [Step 2: Provide a clear and concise instruction for the second step of the process] [Step 3: Provide a clear and concise instruction for the third step of the process] [Step 4: Provide a clear and concise instruction for the fourth step of the process] [Step 5: Provide a clear and concise instruction for the fifth step of the process] [Step 6: Provide a clear and concise instruction for the sixth step of the process] [Step 7: Provide a clear and concise instruction for the seventh step of the process] [Step 8: Provide a clear and concise instruction for the eighth step of the process] [Step 9: Provide a clear and concise instruction for the ninth step of the process] [Step 10: Provide a clear and concise instruction for the tenth step of the process] References: [List any relevant sources that were used to create the SOP] Revision History: [List the dates and authors of any revisions made to the SOP] Approval: [Specify who approved the SOP and the date of approval] Example: Title: Standard Operating Procedure for Handling Customer Inquiries Purpose: To provide clear and concise instructions for handling customer inquiries and complaints in a professional and efficient manner. Scope: This SOP applies to all customer service team members responsible for handling customer inquiries. Responsibility: All customer service team members must follow this SOP. Procedure: Answer the phone promptly and greet the customer in a friendly and professional manner. Identify yourself by name and the name of the company. Listen actively to the customer's inquiry or complaint without interrupting. Take notes if necessary to ensure that all relevant information is captured. Confirm understanding of the customer's issue by repeating it back to them in your own words. Apologize for any inconvenience caused by the issue and express a willingness to resolve the problem. Offer a solution or resolution that addresses the customer's issue. If necessary, escalate the issue to a supervisor or manager. If the issue cannot be resolved immediately, provide a specific timeframe for follow-up and ensure that the customer understands the next steps. Document the inquiry or complaint in the customer service system, including any notes on the solution or resolution provided. Follow up with the customer after the issue has been resolved to ensure their satisfaction. References: Customer Service Training Manual, Best Practices for Handling Customer Complaints Revision History: Version 1.0: Created by John Doe on 01/01/2022 Version 1.1: Revised by Jane Smith on 02/01/2022 to clarify step 5 Version 1.2: Revised by Jack Brown on 03/01/2022 to add step 8 Approval: Approved by Customer Service Manager on 04/01/2022. Page