Customer Service Statement — Professional Framework and Practical Template

This document is a customer service statement written from the perspective of an experienced customer experience leader with 14 years of operational practice (est. 2010). It is designed to be copy-ready for use as a formal policy page, an internal charter, or an executive-level appendix to a service-level agreement (SLA). Wherever numbers are used below they reflect measurable targets and industry benchmarks: for example, aim for first-contact resolution (FCR) ≥ 85%, customer satisfaction (CSAT) ≥ 90% and net promoter score (NPS) ≥ 40, which are typical targets for mature B2B and SaaS firms in 2024.

The phrasing and KPIs are intentionally specific so you can paste them into contracts, employee handbooks, or your website at www.customerservice-template.com (example). If you maintain an on-premise support center, consider physical metrics such as average handle time (AHT) 6–12 minutes and on-hold less than 90 seconds; if you run digital-only operations, replace AHT with asynchronous case cycle time (target ≤ 48 hours).

Purpose and Scope

This customer service statement clarifies who we serve, what we promise, and how performance will be measured. It applies to all customer-facing teams (support, onboarding, account management) and to third-party vendors acting on our behalf. For legal clarity, the scope covers product support, billing inquiries, and retention interventions; it excludes professional services delivery beyond defined maintenance contracts, for which separate SOWs and pricing apply.

Operationally, the scope specifies channels and hours: core coverage is Monday–Friday, 08:00–20:00 local time; 24/7 emergency support is provided for critical incidents with severity 1 classification. Examples: severity 1 — total system outage affecting >50% of customers; severity 2 — partial service interruption affecting 10–50% of customers. Emergency response SLA: initial contact within 30 minutes, escalation to engineering within 60 minutes.

Measurable Commitments and KPIs

All commitments are stated as measurable targets with reporting frequency. These targets are recommended starting points; adapt to your business model and legal obligations. Commit to monthly public metrics and quarterly internal reviews. Example baseline targets (adopt, then improve): CSAT 90% (measured via post-interaction survey within 48 hours), FCR 85% (measured at case closure), NPS 40 (measured quarterly), average response time for email ≤ 4 business hours, chat response ≤ 60 seconds, phone hold ≤ 90 seconds.

Reporting cadence: publish a one-page customer service scorecard on the customer portal by the 7th business day after month-end; present a detailed operations review to the executive committee every quarter. If targets are missed two months consecutively, trigger a corrective action plan with a 30–60 day remediation timeline and a named accountable manager.

• Key KPIs (targets): CSAT ≥ 90%; FCR ≥ 85%; NPS ≥ 40; Mean Time To Resolution (MTTR) ≤ 72 hours for non-severity-1 incidents; initial response: phone ≤ 60s, chat ≤ 60s, email ≤ 4 business hours.
• Escalation SLAs: severity-1 initial contact ≤ 30 minutes; on-call engineering engaged ≤ 60 minutes; 24/7 coverage for severity-1 and contractual enterprise customers with paid Emergency Support add-on ($199/month or $1,950/year per account as of 2024).
• Operational targets: AHT 6–12 minutes for phone; backlog ≤ 250 open cases for a team of 20 agents; agent occupancy 70–85% during business hours to balance throughput and quality.
• Quality assurance: 100% of high-severity incidents receive a post-incident review within 10 business days; root cause analysis (RCA) delivered within 15 business days.

Operational Standards and Processes

Define ownership, triage, and routing rules clearly. Example routing policy: inbound chat and phone route to Tier 1 agents (first line), tiered escalation to Tier 2 subject matter experts within 2 business hours, and Tier 3 engineering escalation documented within the ticketing system within 1 business day. Use a single source of truth ticket ID for all communications; for instance, ticket IDs follow the format CS-YYYYMM-DD-#### to simplify cross-channel traceability.

Invest in regular agent enablement: base training is 40 hours for new hires (product, empathy, tooling), plus 8 hours/month ongoing training and 4 coaching hours per agent per month. Price benchmarks: typical training vendor rates in 2024 average $1,200/day for classroom instruction or $125/hour for remote workshops. Use scripted escalations and decision trees, but allow empowered agents to resolve 60–70% of issues without manager approval.

Technology specifics: recommended stack includes an omnichannel ticketing system (e.g., Zendesk, Freshdesk), a knowledge base with at least 300 searchable articles indexed by intent, and automated post-resolution surveys. Implement SLAs inside the ticketing system with automated escalations; sample SLA rules: reopen within 72 hours resets priority, overdue tickets escalate to manager and trigger an email to the customer with remediation plan and estimated timelines.

Accountability, Reporting, and Contact Information

Assign clear accountability at three levels: operational manager (day-to-day performance), head of customer experience (strategy and quarterly reports), and executive sponsor (overall accountability to the board). Example roles: Support Manager — Maria Lopez, [email protected], +1 (415) 555-0199; Head of CX — Daniel Park, [email protected]. Maintain an executive escalation contact available during business hours and a published emergency line for severity-1 issues.

Public contact and reporting details for customers: CustomerCare Inc., 1250 Market St., Suite 400, San Francisco, CA 94103. Main line +1 (415) 555-0123; Emergency support +1 (415) 555-0999 (24/7 for enterprise customers). Customer portal: https://www.customercare.example.com/support. Publish a monthly operations scorecard, an annual service review by March 31 each year, and maintain an up-to-date incident history log for 12 months. If you prefer a model statement for contracts, include an SLA appendix referencing these phone numbers, targets, and remediation obligations.

Example Customer Service Statement (copy-ready)

Below are concise, legally-useful lines you can adopt verbatim in your policy or website. Use them verbatim or adapt language to brand voice; they are intentionally operational and measurable. Each line maps to a KPI or process described above so commitments align with measurable reporting.

• “We will answer all phone calls within 60 seconds during core hours and respond to email inquiries within 4 business hours; emergency lines are available 24/7 for enterprise customers.”
• “Our target customer satisfaction (CSAT) score is 90% or higher; monthly CSAT results are published on the customer portal by the 7th business day after month-end.”
• “We aim to resolve 85% of issues at first contact and remediate severity-1 incidents with an initial response within 30 minutes and a full RCA within 15 business days.”
• “Customers may escalate unresolved issues to our Support Manager (Maria Lopez, [email protected], +1 (415) 555-0199) and to our Executive Sponsor ([email protected]) if needed.”
• “If SLA targets are missed for two consecutive months, we will implement a corrective action plan within 10 business days and provide weekly public progress updates until targets are met.”

Adopt and publish this statement with the KPIs and contact details that match your operational reality. Regularly review the statement at least annually (recommended by March 31 each year) and after any major process change or acquisition to ensure commitments remain achievable and legally defensible.

What is a positive statement for customer service?

“Thank you for bringing that to our attention. We understand it’s important to you.” Show appreciation to the customer for telling you about an issue you might not have known existed with this classic phrase. It’s a quick and polite way to recognize their efforts and express gratitude for their feedback.

What is a good customer service phrase?

Examples of Positive Words in Customer Service

#	Positive Word	Example Phrase
3	Certainly	“I can certainly help you…”
4	Exactly	“That is exactly right…”
5	Completely	“I completely agree with you…”
6	Quickly	“I will quickly run through this with you…”

What is an example of a customer service supporting statement?

I am committed to providing a good customer experience and always seek to resolve any issues promptly and effectively. I listen to the customer, check understanding and make sure they feel their issue is being taken seriously.

What 3 to 5 words best describe a successful customer service representative?

5 Words that Describe the Best Customer Service

• Empathy/Understanding. Empathy was mentioned by the greatest percentage of respondents.
• Satisfaction. Satisfaction was the second most popular choice to describe great customer service.
• Listen.
• Patience.
• Caring.

What is a good example of excellent customer service?

Providing multiple channels for support, including phone, email, chat, and social media, makes it easy for customers to reach out whenever they need help. Knowledgeable staff. Employees who are well-trained and informed about products or services can provide better assistance and build customer confidence.

What is an example of a customer service statement?

“I realise that [insert problem] situation is difficult, but let’s try and find a solution.” “I would feel the same in your situation if I had [insert problem], but I will sort this out…” “I’m sorry you are having this problem with your [insert product/ service]. Let’s see what I can do to help the situation.”