You will need to develop a customer service policy. The policy document should include an overriding policy statement outlining company attitude and objectives in customer service management. It may also specify details of areas such as the following.

• Complaints
• Deliveries
• Telephone protocols
• Refund/replacement.

You can download the 'Refund policy' for an example of a customer service policy and procedure. While this example may appear cumbersome, it does provide a framework for a consistent approach to this area of client relationship management. It helps to establish the ground rules for people agreeing to work together.