Customer service SOP template

A numbered procedure covering response times, tone, escalation, refunds and weekly quality checks.

Operations Research DeskUpdated 6 Jul 20264 min read

Adapt the commitments you can keep

Set response times you can meet on your worst week, not your best. A missed commitment costs more than a modest one.

freeSOP

Written by

Operations Research Desk

Systems & automation · Remote, Africa

We document the operating procedures, automations and templates that let a small team behave like a large one.

Automating speed and consistency while keeping judgement, apology and escalation firmly human.

Build a three-tier reply system where templates handle the routine and people handle the rest.

Reusable replies for delays, complaints, refunds and after-sales check-ins that keep your tone consistent.