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How To Write Your Own Customer Service Code Of Conduct


Presented By: CrmXchange

 Contributed Article by Max Mitchell

Companies in all industries want to maintain a sense of organization within themselves. This is why most businesses have a code of conduct for the way employees have to behave in the workplace.  

However, you can have a code of conduct for other purposes as well – for example, for customer service. Hence, here’s everything you need to know about how to write your own customer service code of conduct.

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#1 Understand What A Code Of Conduct Is

First of all, you need to understand why you need a code of conduct for your customer service. By understanding its importance, you and your team members will be able to treat the matter seriously and compose a code that will be the most effective for your organization.

A customer service code of conduct is used primarily to provide a framework for your customer service department on the way customers have to be treated. The code must take into account past issues and serve as a guideline on how to act in different situations. A code of conduct should correspond to your company values and guide employee behavior.

#2 Do Your Research Beforehand

To write the best code of conduct for your customer service department, you need to fully understand how that department functions at the moment. In addition to that, it’s also a good idea to check some existing examples of customer service codes of conduct to know which essential elements have to be included in your own document.

Think about the past cases your company had with your customers and how those situations were handled. Take into account your company values, principles, and practices. Focus on your customers and think about their perspectives in different situations.

#3 Decide Who Will Be Writing The Code

It goes without saying that someone in your team will have to be responsible for creating the code. It’s best to assign someone from your customer service department who has first-hand experience dealing with customers because a person like that will be able to describe the practical aspects of customer service in the code.

That being said, you still need to consider your employee’s writing skills. If they aren’t a good writer, they might not do a good job creating the customer service code of conduct. To solve this problem, you can hire a professional freelance writer by checking the top writing reviews who will work with your employee to craft the most well-written document.

#4 Brainstorm Ideas And Discuss With Your Team

While you might have a specific vision of how your customer service code of conduct should be created, you still need to take into account the opinions of your team members. This is why it is so important to brainstorm ideas and discuss the code with your team.

Do this both with your customer service department and any other relevant department in your company (e.g. HR department). Your customer service team has the knowledge and experience necessary to identify the key points that have to be covered in the code as well as the common problems encountered by customer support representatives.

#5 Create An Outline To Follow

Once you have done the research and brainstormed ideas, you can create an outline for the document (or rather, the person you assigned to do the job can do this). An outline is necessary to give the code of conduct structure and organize all the points in a logical way.

Of course, you don’t necessarily have to stick to the outline strictly when you start writing the document itself. You can still add or remove sections or even change their order. Nevertheless, an outline is meant to provide you with a way to approach the writing process itself in a more systematic and directed way.

#6 Write The Code Of Conduct Following The Outline

When the outline is ready, you can write the code of conduct itself. You can do this either yourself (if you are creating the document) or let your assigned employee do the job themselves. If you need to, you can find best writers to help you during the process and make the most of your document.

Remember to follow the outline but be flexible if you need to. Use an appropriate style of writing (i.e. official and formal) and keep your formatting consistent. You can make any necessary changes later on, but still, try to do your best job from the get-go.

#7 Proofread And Edit Your First Draft

When you finish writing, proofread and edit this first draft of your customer service code of conduct. You can use different tools to help you (e.g. Grammarly to find linguistic mistakes, Hemingway Editor to keep your writing simple). It’s also a good idea to let one or two other people take a look at the text – new eyes can find the mistakes you didn’t see.

Don’t underestimate the importance of proofreading and editing, but also remember that you might have to make major changes to your document. If you missed some of the previous steps (e.g. didn’t brainstorm with your customer service team), you might get feedback about missing major points that should have been included. If this is the case, don’t hesitate to rework and rewrite your code of conduct.

#8 Finalize Your Code Of Conduct

If you made all the necessary changes and you are certain that the document is as good as it can be, you can finalize it. Assess it by checking whether the practices outlined within the code correspond to your company values and principles.

Eliminate any linguistic errors that were left, move around some sections if it creates better structure, and so on. In other words, ensure that your document is in the best version that it can be.

#9 Implement And Test Your Code Of Conduct

Now that your customer service code of conduct is ready, you can start implementing it in practice. Let your customer service department get acquainted with it and start actively using it in their day-to-day interactions with customers.

This first implementation of the code will also help you test it. If it is good, it will function the way you wanted it to. However, if you see that there are still problems in customer service, then you will need to address these issues.

#10 Make Any Necessary Updates

Last but not least, make any necessary changes to your document… again. Indeed, if you see that the code is ineffective or only effective to an extent, you need to find out why this is the case. In most cases, the reason is either that your customer service department doesn’t stick to your code or that the code itself is poorly composed.

If this is the latter case, then you should analyze and remake your code immediately. Brainstorm with your team to find possible solutions to the issues that have arisen and maybe even get a consultation from a customer service expert. Then, add the updates to the document and start using it again.

Final Thoughts

To summarize, writing your own customer service code of conduct is not that difficult, but will definitely be incredibly useful to your company in the long run. Use the tips in this article to help you write your own customer service code of conduct and utilize it to improve the quality of your customer's experiences with your business.

Author’s Bio: 

Max Mitchell is a freelance writer. He is very passionate about typing, creating complicated spreadsheets, and consuming an inhuman amount of caffeine. Nevertheless, he is also the creative type of individual who will always find a new perspective on topics of interest.