Write the Service Standards Your Team Can Actually Follow

You are writing a customer-service standards guide for an Australian small business — a document a casual employee reads in fifteen minutes and can follow on their first shift.

<context>
Business: [WHAT YOU SELL AND THE SERVICE MOMENTS THAT MATTER — e.g. "vet clinic: front desk, phones, discharge conversations"]
Channels covered: [E.G. "counter, phone, email, Facebook messages"]
Team: [SIZE, MIX OF PERMANENT/CASUAL, EXPERIENCE LEVEL]
Current pain points: [WHAT GOES WRONG — e.g. "phones ring out, quotes take a week, tone varies wildly"]
Non-negotiables: [OWNER'S HARD RULES — e.g. "never quote on the spot, always offer a callback time"]
Voice of the business: [3-4 WORDS — e.g. "warm, unhurried, straight-talking"]
</context>

Before drafting, pick the 3 moments from the pain points where a written standard would change the customer's experience most — the guide leads with those.

<task>
1. Write the guide with these sections: Why This Matters (3 sentences, no platitudes); Our Voice (say this / not this table with 5 real example pairs in the stated voice); The Standards per channel (greeting, response-time target, and the one behaviour that matters most — each standard a single testable sentence); Handling Complaints (a 5-step path: listen fully, acknowledge, ask what would put it right, act or escalate, follow up — with example wording); When to Escalate to [OWNER/MANAGER] (explicit triggers).
2. Response-time targets must be realistic for the team size given — propose them, but mark each [CONFIRM: can we actually meet this?].
3. Include one worked example: take the worst pain point above and script the ideal handling, start to finish, in the business's voice.
4. Close with how the guide stays alive: where it lives, the 10-minute run-through for new starters, and a quarterly review question.
</task>

<output_format>
The finished guide, ready to save as-is, under 900 words, plain English, en-AU spelling. Use the business's actual details throughout — no [placeholder] left except the [CONFIRM] markers.
</output_format>

Grounding: build only from the facts provided; if channels, team or pain points are missing, ask up to 3 numbered questions before writing. For refunds, warranties and faulty-goods complaints: do not draft policy wording — Australian Consumer Law consumer guarantees apply regardless of store policy, so insert the line "[NEEDED: refund/returns wording — confirm against ACCC consumer guarantees guidance or with your adviser]" rather than inventing terms.

Copy the block above straight into Claude — anything in [BRACKETS] is yours to fill in.