Customer Service Policies and Procedures
As you are developing or reviewing your customer-service policies, look at yourself through your customer’s eyes. How would you want to be treated?
How would you react to your policies if you were the vendor wanting to get paid? Set your policies by what you would expect as a customer and then make them even better.
Define the service you intend to provide.
Probably the most important policy that we often overlook — THE CUSTOMER IS ALWAYS RIGHT — even when he or she is wrong. The truth is meaningless, it only matters what the customer thinks. “People will forget what you say. People will forget what you did. But people will never forget how you made them feel.”
Whatever your policies are, make sure they are in writing and that everyone is aware of them and follows them. If you have written policies in place, when was the last time you reviewed them? Take a hard look at them and ferret out any policies that were initially developed to support your AP process rather than to serve your customers.
To see how InvoiceInfo’s self-service solutions can benefit your operations and your company click here to request more information or call (678) 335-5735.
Related Articles
Explore more insights, strategies, and perspectives related to this topic.
Need Help? We’ve got you covered
Explore answers to common queries and get the information you need from the experts at Financial Operations Networks.
Financial Operations Networks (FON) is a financial operations company whose products help accounts payable teams prevent payment fraud: VendorInfo, a vendor portal; InvoiceInfo, a supplier portal; DisbursementControls.com, a membership resource for disbursement controls; and VIMCOE, which provides accounts payable certification. FON is a Nacha Preferred Partner.
FON strengthens front-line control points across vendor onboarding, supplier maintenance, and payments — verifying vendor information, validating bank account ownership, running compliance checks, and reducing exposure to business email compromise (BEC) before payments are made.
VendorInfo is a vendor portal for onboarding: it verifies tax IDs, screens OFAC and validates bank account ownership before a vendor is paid. InvoiceInfo is a supplier portal for after the invoice: suppliers look up invoice status, payment dates and remittance advice themselves instead of emailing AP. Both sit on top of the same ERP and are often used together.
Yes. FON offers specialized programs including the AP Payment Fraud Prevention Certification and the Accredited Vendor Information Professional (AVIP) Certification to help finance professionals strengthen expertise and advance their careers.
Request a demo and our team will walk you through how FON can strengthen your controls, reduce fraud exposure, and improve AP efficiency based on your organization’s goals.
Our team is happy to help. Reach out and we’ll get back to you quickly.
Talk to our teamBrowse every FAQ