Drafting Effective Customer Policies

A workshop for Customer Relationship Managers who write rules

Any organization that has customers or clients needs to have rules around the interaction of those customers or clients with the organization. This hands-on workshop leads managers and policy writers through the steps required to organize customer policies, rules and guidance.

Session Outline (6 HOURS)

1. Topics Include

  • establishing a policy framework and policy document types
  • selecting appropriate content
  • removing overly aggressive language
  • determining standard elements
  • identifying common policy writing errors.

Participants leave this workshop knowing:

  • how to determine what belongs in an customer policy instrument and what doesn’t
  • the best way to organize customer policies, guidelines, and procedures
  • how to word customer rules in a way that’s respectful to the people affected
  • how to approach a policy renewal exercise

2. Agenda

  • Goals of customer policies
  • Characteristics of good customer policy instruments

Policy frameworks

  • Foundational documents
  • Distinguishing Authorities from Guidance
  • Distinguishing policies from directives, guidelines, standards and procedures

Policy statements

  • Choosing the right content
  • Choosing the right language
  • Words and phrases to avoid

Policy components

  • Standard elements
  • Terminology and style guides
  • Cross-referencing other documents
  • Best practices

Moving forward

  • Fixing bad policy documents
  • Developing an action plan for policy refresh

3. Participants At The Workshop Will Leave With

  • a Documentation Framework and standardized list of document instrument types
  • a roadmap of foundational activities to be completed
  • a Policy Suite Health Diagnostic checklist
  • a standard policy template
  • a softcover copy of the book How to Write Rules That People Want to Follow