"For organizations that provide customer service, having distinct policies and procedures in place for employees to follow is extremely important. Just like a manufacturing company will have step by step processes for their assemblers and line workers, customer service associates and other employees need procedures to work off of to provide consistency to customers. With my current organization, I worked on a team that developed a customer service mission statement and customer service goals based on customer survey feedback. With those in hand, we developed a great set of procedures that employees still use to this day."
