Customer Service SOP

Framework

IRON LAW: Tier the Support, Not the Customer

Every customer deserves quality service. But not every issue needs a
senior specialist. Route by ISSUE COMPLEXITY, not by customer "importance."

L1 handles 70-80% of volume (simple, repeatable)
L2 handles 15-20% (requires expertise)
L3 handles 5% (requires engineering or management)

Three-Tier Support Model