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Purpose

This SOP outlines the standardized process for identifying, escalating, managing, and resolving issues efficiently to ensure minimal disruption to operations, high client satisfaction, and clear accountability across teams.

Scope

This SOP applies to all operational, sales, customer service, and administrative issues encountered during daily business operations, including but not limited to:

• Client complaints and dissatisfaction
• Missed deadlines or service delays
• Billing, invoicing, or payment disputes
• System, CRM, or automation failures
• Internal process breakdowns
• Escalations involving vendors, contractors, or third-party tools

Objectives

• Ensure timely and professional handling of all issues
• Define clear escalation levels and responsibilities
• Minimize repeat issues through root cause analysis
• Maintain transparent communication with clients and stakeholders
• Protect company reputation and client relationships