5 Tips For Writing A Customer Service Agreement

Posted on by

Contracts and agreements are commonplace in business. Customer service agreements, in particular, are vital because they help clarify the scope of work to be done. This goes for both the service provider and the client. 

Writing down the scope of work and terms and conditions entailing a job formally gives the service provider a solid incentive to deliver to get paid. It also posits the client to pay the service provider upon completion as per the agreement. So, a well-written agreement should protect the interests of both parties in that sense. 

Ideally, you want your service agreement to be as detailed as possible. This agreement could be a key source document in case of a dispute or a mishap, so details are essential. Therefore, it should outline the deliverables and tasks clearly. It should also specify the payment particulars based on the deliverables outlined in the document and other terms and conditions. 

The following are some tips for writing a solid customer service agreement: 

#1. Add A Liability Clause

Should something happen that because of it you’re unable to finish the job, or the client isn’t happy with the outcome, there should be a section detailing how you’ll compensate the customer.

More importantly, much like an indemnifying clause, the liability clause section should include words that release you from liability if something beyond your control occurs or anything you don’t want to be held liable for in the future. Inasmuch as you may not want unfortunate things to happen, it’s always good to be on the safe side if things go sideways.

#2. Simplify It

Your customer service agreement must be easy to understand for both the client and service provider. The reason is that both parties should understand well what they agree to before they sign off on anything. Hence, it would be best to use simple words throughout the document. The average reader should be able to read and comprehend your agreement without any difficulty. 

Indeed, some industry-specific terms could be hard to paraphrase. Yet it would be best if you tried to simplify the terms because complicated words are not ideal as they could lead to vague sentences. Besides, you don’t want to leave sentences open to interpretation, especially if either party feels that the other has breached the agreement. So, the importance of simplicity is paramount. 

See also  The History Of Customer Service

#3. Provide A Service Explanation

This section should detail the scope of work to be provided. The service provider should explain what they will do for the client in detail. They should also state how long it will take to complete this particular task.

Likewise, the customer has every right to know when the job will be complete because they’re paying for a service. Thus, be as detailed as possible when defining the scope of work. The more details there are, the better it is when drawing up a service explanation. 

In addition, it’s a good business practice to be transparent about things like this. Some shady businesses may want to avoid creating service agreements because they fear making business commitments. However, these commitments are the grounds for building strong business relationships. When you say you’re going to do a job within a specific period, and you follow through, there’s a high likelihood that you may do business again. Or, they’ll refer you to other clients. 

#4. Include Contact Information

For a service agreement to be legally binding, it should include the contact details of both parties. It should have the business name, contact details, contact person, address, and billing address of the client and service provider.

Ensure you use the exact company names of the parties involved and use these names consistently throughout the agreement. 

Don’t take this point lightly because this information will be necessary if and when court proceedings arise. Once you’ve signed off on the agreement, you may be unable to undo it. 

#5. Clarify Payment Terms

If you want to get paid for your work, don’t forget to include the payment terms. It would be best if you listed the exact costs and prices in the agreement so that you and the customer clearly understand the amounts involved in carrying out a specific task. Clarifying these amounts prevents any altercations when you finish the job, especially if the client refuses to pay. 

See also  Measuring Customer Satisfaction Without Surveys [Infographic]

This section should detail how you’ll receive payment. Most will pay you by the hour, but the rates could differ. It should also outline the minimum and maximum hours for the project. This protects the service provider if the client tries to shorten the project’s duration, perhaps to avoid paying the total compensation amount. Moreover, it should detail the billing and payment schedules for the job. 

Conclusion

When writing a customer service agreement, it’s essential to be meticulous about every part of that agreement. Ideally, this agreement should be a win for the parties involved. It’s not always easy to create such an agreement, but it is possible with the inclusion of compromises you can live with in the long run.

Furthermore, ensure you use simple language throughout the document because it appears more professional this way. There’s no need to complicate things, but ensure that the service and provider are on the same page. Nonetheless, you might require a legal expert to help you develop a sound customer service agreement. 

Kelechi Okeke
Latest posts by Kelechi Okeke (see all)