Final Project Customer Service Manual You are to prepare a customer service manual a few employees working for you in a home-based online business. It will probably end up being three pages or more. I would suggest a business selling homemade crafts or food items, but you can make it whatever you want. The manual should address the following issues for your business: Order processing for online customer orders— How often should your employee check for new orders? How do they respond to the order and how quickly do they acknowledge the orders on your website (ex. some orders may happen during working hours and others may occur outside of working hours.)? How quickly should orders be shipped and what notification do customers get of the order status? Order processing for phone orders— What is the standard for how quickly the phone should be answered? How should the customer be greeted? How to handle calls coming in on two or more lines (ex. holds)? What information must be collected and entered into your computer concerning the order and the customer? How does the employee verify that they have entered the correct information? What information should the employee give the customer about shipping or packaging? What communications occur if the customer payment does not clear the bank? What follow-ups are necessary with phone orders? Order processing for email orders for business (retail) customers with an account—How is the order acknowledged and how quickly does that happen? Are there any special services or treatment for regular business customers who make bulk purchase of a case or more? When are they invoiced and what are the payment terms? What other communications are required for these customers. Customer complaints and angry customers—How does the employee handle customer complaints, including phone, online and email? Break them out by how they are received. This may vary some by the product or service you selected. Address late shipping, misinformation or rudeness by an employee, products not working properly or not meeting customer expectations and changes in the customer’s needs (ex. they bought it for their grandmother who died last week). What corrections or adjustments could they offer on their own authority? What corrections would require your approval. Responses to customer comments made online—Give employees some guidelines for making official company responses to online comments by customers on your webpage or rating sites, include guidelines for both positive and negative comments. Equipment—Include a section giving instructions for the proper use and maintenance of the company computer, software applications, and computer peripheral devices used in order processing and customer service (ex. Printer, scanner, webcam, downloads of intellectual property, special software, security of customer information). Other issues—Address at least one other customer service issuein your manual. Some suggests would be guidelines for building customer loyalty through rewards, discounts or special offers for repeat customers, inspecting for product quality prior to shipment, special shipping or packaging procedures, maintaining customer or order records to speed up order processing.