cs-sop
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
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