The Scenario
Your company recently switched CRM systems. The new agents don't know how to properly update a customer's billing and shipping address, leading to packages going to the wrong province. You need to write a foolproof SOP.
The Brief
Write a step-by-step Standard Operating Procedure (SOP) for updating a customer's address in the CRM, including security verification.
Deliverables
- A title, objective, and scope for the SOP
- Pre-requisites (e.g., security questions to verify identity before changing the address)
- Step-by-step instructions (numbered, clear, action-oriented)
- A "What to do if..." section covering at least 2 common edge cases
Submission Guidance
Start steps with verbs ("Click the gear icon", "Verify the ID number"). Do not write paragraphs. A stressed agent reading this while on the phone needs scannability.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.