Helpdesk Procedure

The Helpdesk Procedure template is designed to guide customer service agents and support team members in delivering efficient and high-quality service to customers of an online business in the UK. This template outlines the structure of the helpdesk, including contact channels such as phone, email, and live chat, along with specific roles and responsibilities for team members. From receiving inquiries to resolution or escalation, the procedure details a step-by-step process to ensure timely responses and effective query handling. It also establishes response time expectations, internal service targets, escalation criteria, complaint handling protocols, documentation requirements, training guidelines, quality assurance measures, and customer data privacy standards. By following this template, the company aims to enhance customer satisfaction through consistent and professional customer service practices.

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Publisher’s Notice:

Note: This publication does not necessarily deal with every important topic, nor cover every aspect of the topics with which it deals. Templates do not include or provide legal or other advice to users. They are designed to provide a head-start to the development of a commercial agreement and are not the finished article. They require careful reading, analysis and customisation in order to meet the particular needs of the parties to the document. 

All templates and other documents downloaded from this website are subject to our Terms of Sale. 

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Publisher: Atkins-Shield Ltd: Company No. 11638521 
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