aftersale-sop#

Name#

After-Sales Service SOP

Description#

Comprehensive after-sales service standard operating procedures including退换货流程 (return/exchange processes), complaint escalation, service recovery, and compensation frameworks. Covers policy documentation, workflow design, quality standards, response timeframes, and customer satisfaction measurement for consistent, efficient post-purchase support operations.

Input#

NameTypeRequiredDescriptionbusiness_typetextYesType of products/services soldreturn_policytextYesCurrent return and exchange policyteam_structuretextYesCustomer service team organizationcommon_issuestextYesFrequent after-sales scenariosservice_standardstextYesTarget response and resolution timesescalation_matrixtextNoCurrent escalation procedures

Output#

NameTypeDescriptionreturn_processtextStep-by-step return/exchange workflowcomplaint_soptextComplaint handling proceduresescalation_procedurestextClear escalation paths and criteriaservice_recoverytextService failure recovery protocolscompensation_matrixtextCompensation guidelines by scenarioquality_standardstextService quality metrics and monitoringtraining_materialstextCS team training content

Example#

Input#

json

{
  "business_type": "Consumer electronics, 30-day return policy",
  "return_policy": "30 days unused, 14 days defective exchange",
  "team_structure": "Tier 1: 10 agents, Tier 2: 3 specialists, Manager",
  "common_issues": "Defective products, wrong items, buyer's remorse",
  "service_standards": "First response 2 hours, resolution 24 hours"
}

Output#

json

{
  "return_process": "1. Verify eligibility, 2. Issue RMA, 3. Receive item, 4. Process refund",
  "complaint_sop": "Acknowledge in 1hr, investigate in 4hrs, resolve in 24hrs",
  "escalation_procedures": "Tier 2: >$500 value, Manager: legal threat, repeat complaint",
  "service_recovery": "Empower agents to offer up to $50 credit without approval",
  "compensation_matrix": "Shipping error: $10 credit, Defective: Full refund + $20 credit",
  "quality_standards": "CSAT >85%, First contact resolution >70%, Response time <2hrs",
  "training_materials": "Product knowledge, empathy scripts, de-escalation techniques"
}