# Customer service SOP template
Published by Staffify | https://www.gostaffify.com/blog/customer-service-sops/
Updated September 22, 2026. Copy and adapt to your approved policies.

## Blank procedure
- Procedure name:
- Owner and backup:
- Version / approval date / next review:
- Trigger:
- Scope: channels, staffed hours, time zone:
- Inputs and permitted tools:
- Required identity or authorization checks:
- Steps:
  1.
  2.
  3.
- Rep decision limits (including any approved refund amounts):
- Escalation trigger, owner, backup and acknowledgment target:
- Handoff: request, context, actions tried, decision needed, deadline:
- Completion evidence and customer confirmation:
- Record updates:
- Quality sample and measures:
- Change log:

## Filled example: first response
Illustrative only. The hours and response target below are not a Staffify guarantee.
- Owner: assigned support rep; backup designated by the support lead.
- Trigger: new support email.
- Hours: Monday–Friday, 9 a.m.–5 p.m. Eastern.
- Target: first response within two business hours; outside-hours requests enter the next staffed queue.
- Inputs: ticket, approved account context, existing conversation and policies.
1. Check for duplicate tickets, assign an owner and identify the actual question.
2. Classify the issue. Route urgent exceptions to the named escalation owner.
3. Resolve within approved authority, or acknowledge and give a specific next update time.
4. Record the next action and deadline. Escalate with context if needed.
5. Confirm the resolution, update the record and close according to policy.
- Decision limits: no unapproved refunds, access changes or commercial promises.
- Done: customer updated, resolution recorded, no ownerless next action.
- Review: sample replies for accuracy, timeliness and repeat contact.

Reply starting point:
Hi [name], I have your request about [issue]. I’m checking [next step] and will update you by [time and time zone]. Your reference is [ticket].
Only promise an update you can deliver.