A customer service policy is a written document that outlines the protocol that employees must follow when they deal with customers who are not satisfied with a company's product or service. Customer service policies generally include a company's service ethics and operating procedures.
For example, a company's customer service policy usually lists how an employee must treat a customer throughout each step of the buying process. The policy then generally lists the exact steps an employee must take when helping a customer return an item for a cash refund, a store credit or an identical or different item exchange.
Customer service policies can also list how employees are expected to behave in general while on the clock as to improve the overall experience for patrons.