[{"data":1,"prerenderedAt":521},["ShallowReactive",2],{"document-customer-service-vs-customer-experience-D13324":3},{"document":4,"label":26,"preview":11,"thumb":27,"thumb600":28,"description":5,"descriptionCustom":6,"apiDescription":5,"pages":8,"extension":10,"parents":29,"breadcrumb":33,"related":41,"customDescModule":179,"customdescription":6,"mdFm":180,"mdProseHtml":520},{"description":5,"descriptionCustom":6,"label":7,"pages":8,"size":9,"extension":10,"preview":11,"thumb":12,"svgFrame":13,"seoMetadata":14,"parents":16,"keywords":15},"UNDERSTANDING THE DIFFERENCE BETWEEN CUSTOMER SERVICE AND CUSTOMER EXPERIENCE Providing your clients with the best customer service is essential, but the customer must also have a positive experience with you. There are many differences to be noted between customer service and customer experience to explore when providing help to your customers. These involve how you're serving a customer and what the person thinks about your business. Understanding Customer Service First, let's look at what makes customer service distinct. Customer service is about supporting the needs customers have with regard to your business. The Customer Service Department in your business is one touchpoint in your business. The work focuses on reacting to the customer's needs, meaning you're providing help to people on demand. Your goal when running a Customer Service Department is to provide a positive resolution to issues. You'll be judged on how well you can answer a question and how quickly you can complete your work. The people who contact you will likely have concerns and will have a positive experience only if you can resolve their issues soon enough. Your service will involve many aspects: Providing answers to customers when they have questions about your products or services. Facilitating transactions and other concerns. Finding ways to correct a prior problem. Taking on feedback from a customer about how well you're serving someone. The Customer Service Department can include many features: You can incorporate as many channels of communication as you wish. You can offer self-service and in-person solutions as necessary. Self-service efforts can include an FAQ section on your website, for example. You will act upon what customers need by reviewing their feedback and finding appropriate solutions for their needs. You can look at whether people acted upon your recommendations and if they're satisfied with what you offer. The customer will be directed towards one path or goal in the transaction process. Your work might encourage people to want to buy something from you, or they might feel motivated to keep using whatever you provide. The customer's newfound knowledge of what you're providing can help. What Customer Experience Is About Whereas customer service is about supporting one part of the customer's transaction, customer experience is more holistic. The customer experience covers the entire transaction journey. The customer experience process is a proactive measure. You're planning new ways to interact with people while providing them with many ways to do business. Customers aren't necessarily going to reach out to you like they would through the Customer Service Department.",null,"Customer Service VS Customer Experience","3",513,"doc","https://templates.business-in-a-box.com/imgs/1000px/customer-service-vs-customer-experience-D13324.png","https://templates.business-in-a-box.com/imgs/250px/13324.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#13324.xml",{"title":15,"description":6},"customer service vs customer experience",[17,20,23],{"label":18,"url":19},"Business Plan Kit","/templates/business-plan-kit/",{"label":21,"url":22},"Board of Directors","/templates/board-of-directors/",{"label":24,"url":25},"Sales & Marketing","/templates/sales-marketing/","Customer Service VS Customer Experience Template","https://templates.business-in-a-box.com/imgs/400px/13324.png","https://templates.business-in-a-box.com/imgs/600px/13324.png",[30,17,20,23],{"label":31,"url":32},"Templates","/templates/",[34,35,38],{"label":31,"url":32},{"label":36,"url":37},"Administration","/templates/business-administration/",{"label":39,"url":40},"Company Policies","/templates/company-policies/",[42,46,50,54,58,62,66,70,74,78,82,86,90,106,121,136,150,167],{"label":43,"url":44,"thumb":45,"extension":10},"Customer Service Agreement","/template/customer-service-agreement-D13827","https://templates.business-in-a-box.com/imgs/250px/13827.png",{"label":47,"url":48,"thumb":49,"extension":10},"Customer Service Script","/template/customer-service-script-D13647","https://templates.business-in-a-box.com/imgs/250px/13647.png",{"label":51,"url":52,"thumb":53,"extension":10},"Customer Service Action Form","/template/customer-service-action-form-D1298","https://templates.business-in-a-box.com/imgs/250px/1298.png",{"label":55,"url":56,"thumb":57,"extension":10},"Customer Service Request Form","/template/customer-service-request-form-D1299","https://templates.business-in-a-box.com/imgs/250px/1299.png",{"label":59,"url":60,"thumb":61,"extension":10},"Personalized Customer Experience","/template/personalized-customer-experience-D13369","https://templates.business-in-a-box.com/imgs/250px/13369.png",{"label":63,"url":64,"thumb":65,"extension":10},"Customer Service Policy","/template/customer-service-policy-D13261","https://templates.business-in-a-box.com/imgs/250px/13261.png",{"label":67,"url":68,"thumb":69,"extension":10},"Checklist To Improve Customer Service","/template/checklist-to-improve-customer-service-D1274","https://templates.business-in-a-box.com/imgs/250px/1274.png",{"label":71,"url":72,"thumb":73,"extension":10},"Letter to Customer Not Home for Service Appointment","/template/letter-to-customer-not-home-for-service-appointment-D1301","https://templates.business-in-a-box.com/imgs/250px/1301.png",{"label":75,"url":76,"thumb":77,"extension":10},"How To Offer Great Customer Service","/template/how-to-offer-great-customer-service-D12953","https://templates.business-in-a-box.com/imgs/250px/12953.png",{"label":79,"url":80,"thumb":81,"extension":10},"Digital Customer Experience Strategy","/template/digital-customer-experience-strategy-D13958","https://templates.business-in-a-box.com/imgs/250px/13958.png",{"label":83,"url":84,"thumb":85,"extension":10},"How To Improve Customer Experience","/template/how-to-improve-customer-experience-D12972","https://templates.business-in-a-box.com/imgs/250px/12972.png",{"label":87,"url":88,"thumb":89,"extension":10},"Apology for Poor Service Rating on Customer Questionnaire","/template/apology-for-poor-service-rating-on-customer-questionnaire-D1290","https://templates.business-in-a-box.com/imgs/250px/1290.png",{"description":91,"descriptionCustom":6,"label":92,"pages":93,"size":94,"extension":10,"preview":95,"thumb":96,"svgFrame":97,"seoMetadata":98,"parents":99,"keywords":104,"url":105},"SERVICE LEVEL AGREEMENT This Service Level Agreement (the Agreement\") is effective as of [DATE] (the \"Effective Date\"). BETWEEN: [YOUR COMPANY NAME] (the \"Service Provider\"), a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [CLIENT NAME] (the \"Client\"), a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] RECITALS This Agreement sets forth the terms and conditions under which Client will provide Service Provider with certain Equipment under bailment and Service Provider will provide certain support services to Client on specified Service Provider premises (hereinafter referred to as the \"Service Provider Network Location(s)\"). WHEREAS, Service Provider is desirous and capable of providing support services for certain Client-Provided Equipment which interconnects to Service Provider transmission services; and WHEREAS, Client desires to have the Equipment supported by Service Provider in a designated portion of certain Service Provider Network Location(s), as set forth in Exhibit A of this agreement (hereinafter referred to as the \"Location and Equipment Summary\"), which is attached hereto and made a part hereof; and WHEREAS, Client and Service Provider (hereinafter referred to cumulatively as the \"Parties\" and singularly as the \"Party\") have agreed on the terms which shall govern the bailment and support of the Equipment as set forth in Exhibit B of this agreement (hereinafter referred to as the \"Statement of Work\"), which is attached hereto and made a part hereof, and as set forth in Exhibit C of this agreement (hereinafter referred to as the \"Non-Recurring and Monthly Recurring Pricing Summary\"), which is attached hereto and made a part hereof; NOW, THEREFORE, in consideration of the mutual agreements and promises contained herein and for other good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the Parties agree as follows: UNDERTAKINGS Client will provide for the inside delivery of the Equipment at the Service Provider Network Location(s) as specified in the Location and Equipment Summary with proper and timely notification as specified in the Statement of Work. Client will install the Equipment at the Service Provider Network Location(s) as specified in the Location and Equipment Summary in accordance with Service Provider and Industry standards and practices as specified in the Statement of Work. Service Provider will connect the Equipment to Service Provider services at the Service Provider Network Location(s) as specified in the Location and Equipment Summary in accordance with Service Provider standards and practices as specified in the Statement of Work. Service Provider will hold the Equipment in bailment for use only at the Service Provider Network Location(s) as specified in the Location and Equipment Summary and only for the purposes contemplated herein. During the term of the bailment, Service Provider shall provide space, power, testing, environment and other support services for the Equipment as set forth in the Statement of Work and Service Provider shall have no other responsibility for the Equipment. Client shall cooperate fully with Service Provider in the provision of these support services and agrees to perform those activities identified as Client Responsibilities in the Statement of Work. TERM AND TERMINATION The initial term of this Agreement shall commence on the [DATE], shall continue for a period of [NUMBER] years, and then shall terminate on [DATE]. This Agreement is binding when executed by Client and subsequently accepted by Service Provider and once accepted by Service Provider, the rates and charges provided in this Agreement will be effective from the first day of the next billing cycle following Client's signature date (the \"Effective Date\"). Either Party may terminate this Agreement following the giving of [NUMBER] calendar days prior written notice of termination to the other Party. If Client terminates this Agreement prior to the expiration of the initial [NUMBER] year term, Client will pay Service Provider, in addition to all other charges due, per Service Provider Network Location, which amount shall represent liquidated damages that Client agrees are reasonable. Client shall remove its Equipment from the Service Provider Network Location(s) within [NUMBER] calendar days of the termination of this Agreement and, if Client fails to do so, Service Provider may itself remove the Equipment and store the same at Client's expense and at Client's sole risk. Any expenditure by Service Provider for the removal and storage of the Equipment shall bear interest at the lesser of [%] per annum or the maximum rate permitted by law. The rights and duties in Article D, \"Warranty and Liability\" shall survive the termination of this Agreement. FINANCIAL PROVISIONS Client shall pay Service Provider a non-recurring fee for Site Preparation, Additional AC or DC Power Circuits and Circuit Interconnection at each of the Service Provider Network Location(s) as set forth in the Non-Recurring and Monthly Recurring Pricing Summary. Client shall pay Service Provider on a monthly recurring basis for Location Management Fee(s), an Uninterruptable Power Supply (UPS) for [115V OR OTHER] AC Power Circuits and for Service Provider First-Level Maintenance Support at each of the Service Provider Network Location(s) as set forth in the Non-Recurring and Monthly Recurring Pricing Summary. Client shall pay Service Provider a one time charge of [AMOUNT per circuit when, at the Client's request, Service Provider provided cabling is added, moved or changed after the initial Site Preparation work listed in the Equipment and Location Summary is completed by Service Provider. This charge is in addition to any other charges specified in the applicable tariff or contract from the entity from which the facility or service is obtained. For equipment moves made pursuant to Client's request, Client shall pay for each unit of Equipment this is moved to a different location within the same Service Provider Network Location after the initial Site Preparation work listed in the Equipment and Location Summary is completed by Service Provider. Client shall pay directly or reimburse Service Provider, as applicable, for all taxes, duties, and similar liabilities which may result from this Agreement, or any support services specified hereunder, exclusive of taxes based on Service Provider's net income. All invoices shall be due and payable in [CURRENCY] within [NUMBER] calendar days upon receipt as set forth in the Non-Recurring and Monthly Recurring Pricing Summary. WARRANTY AND LIABILITY Service Provider warrants that its undertakings hereunder shall be performed in a professional and workmanlike manner and that it will provide Support Services in accordance with this Agreement. NO OTHER WARRANTIES ARE EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANYWARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Client warrants that it has the unrestricted right to place the Equipment at Service Provider's Location(s) listed in the Location and Equipment Summary for the term of this Agreement. Except as otherwise set forth herein, neither Party shall be deemed negligent, at fault or liable in any respect to the other for any delay, interruption or failure in performance hereunder resulting from fire, flood, water, the elements, explosions, acts of God, war, accidents, labor disputes, strikes, shortages of equipment or suppliers, unavailability of transportation or other cause beyond the reasonable control of the Party delayed or prevented from performing.","Service Level Agreement","12",89,"https://templates.business-in-a-box.com/imgs/1000px/service-level-agreement-D778.png","https://templates.business-in-a-box.com/imgs/250px/778.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#778.xml",{"title":6,"description":6},[100,103],{"label":101,"url":102},"Software & Technology","software-technology-business",{"label":101,"url":102},"service level agreement","/template/service-level-agreement-D778",{"description":107,"descriptionCustom":6,"label":108,"pages":109,"size":9,"extension":10,"preview":110,"thumb":111,"svgFrame":112,"seoMetadata":113,"parents":115,"keywords":114,"url":120},"MASTER SERVICE AGREEMENT This Master Service Agreement (\"Agreement\") is made and effective this [Date], BETWEEN: [YOUR COMPANY NAME],\" PARTY A\", a corporation organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [COMPANY NAME],\" PARTY B\", a corporation organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] SCOPE OF SERVICES [PARTY A] shall provide [PARTY B] with the services and products described in the Statements of Work. The SOW must describe the respective contribution and services of each party. Any services provided by either party under this Agreement are referred to as the \"Services\". For the purposes of this Agreement, the party engaged to perform the Services, [PARTY A], is the \"Performing Party\" and the party for whom the Services are to be performed, [PARTY B], is the \" Engaging Party\". All SOWs that are negotiated between the parties shall be in writing and executed by both parties and shall be attached hereto as supplemental Exhibits, and shall be incorporated into, and governed by, this Agreement. STATEMENT OF WORK (SOW) Contents of Statements of Work The parties shall describe each individual deliverable to be provided under this agreement in its own statement of work (each, a \"Statement of Work\"), each one including a complete description of the deliverable provided under the Statement of Work, the number of [PARTY A] personnel who will be assigned to provide the deliverable in question, key [PARTY A] personnel the parties agree are essential to the provision of the particular deliverable (shall not exceed [SPECIFY] percent of the total personnel assigned to this Statement of Work) (each one a \"Key Personnel\"), the applicable fees and fee schedule, including any milestones and milestone payments if applicable, for the particular deliverable, the service levels and acceptance criteria for the particular deliverable, any materials the parties will provide for the particular deliverable, a timeline for providing the particular deliverable, and a unique identification number for the Statement of Work and explicit reference to this agreement. Integration. A Statement of Work signed by both parties, bearing a unique identification number and making explicit reference to this Agreement, shall be deemed to form an integral part of this Agreement. Severable. The parties may terminate any individual Statement of Work without affecting the rest of the agreement or any other Statement of Work. Conflict of Terms. If there is a conflict between the terms of this agreement and any Statement of Work, the Statement of Work shall apply. Changes to Statements of Work Proposing Changes. Either party may propose amendments to the Statement of Work deliverable, fees or schedule by giving written notice to the other party. Finalizing Changes. If the parties agree to change the deliverable, fees, or schedule of a Statement of Work they parties shall cooperate to execute a written amendment to the relevant Statement of Work detailing the changes. Additional Statements of Work Request Additional Services. [PARTY B] may request additional services by sending a written notice to [PARTY A] reasonably detailing the services requested. Assess the Request. Immediately after receiving a request for additional services from [PARTY B], [PARTY A] shall evaluate the request to determine whether there are circumstances preventing it from providing the requested services and, if there are no circumstances preventing it from providing the requested services, shall provide [PARTY A] with the estimated fees and timelines for such requested services. Execute New Statement of Work. If after receiving [PARTY A] 's estimates [PARTY B] still wants the requested services, the parties shall execute a new Statement of Work according to the requirements of paragraph CONTENT OF STATEMENTS OF WORK. Acceptance and Rejection Inspection Period. [PARTY B] shall have an \"Inspection period\" of [NUMBER] working days after [PARTY A] has provided the deliverable to review and verify that the deliverable meets the acceptance criteria as set out in the applicable Statement of Work (the \"Inspection Period\"). Acceptance. If in [PARTY B] 's opinion the deliverable meets the acceptance criteria, [PARTY B] must accept the deliverable and notify [PARTY A] that it is accepting the deliverable. Deemed Acceptance.[PARTY B] shall be deemed to have accepted the deliverable if [PARTY B] fails to notify [PARTY A] by the end of the inspection period, or if, during the inspection period, [PARTY B] uses or attempts to use the deliverable beyond what is necessary for the inspection and testing, in a manner that a reasonable person would consider compatible with [PARTY B] having accepted deliverable from [PARTY A]. Rejection. If in [PARTY B]'s opinion, the deliverable does not materially meet the acceptance criteria, [PARTY B] may reject the deliverable by delivering to [PARTY B] a written list detailing each failure to satisfy the acceptance criteria. TERM The term of this Agreement begins on [INSERT START DATE] and continues until such time as the Deliverables have been provided to the Purchaser in accordance with this Agreement or until such time as this Agreement is terminated by either party in accordance with its terms. BUDGET AND PAYMENT DEADLINE The budget and payment deadline will be defined in each SOW. Unless otherwise provided in this SOW, uncontested invoices are payable within 30 calendar days of receipt of the invoice. Payment is made as follows: [SPECIFY]. INDEPENDENT CONTRACTOR The relationship between [PARTY A] and [PARTY B] shall, within the context of the SOW, be that of an independent contractor, and nothing in this Agreement should be construed to create a partnership, joint venture, or employer-employee relationship. Each Party shall, at all times during the term of this Agreement, perform the duties and responsibilities herein without any control by the other Party. Either Party may realize a profit or loss in connection with performing the services. Either Party may render similar services for the benefit of others. Neither Party is an agent of the other Party and is not authorized to make any representation, contract, or contract commitment on behalf of the other Party. DELIVERABLES The Supplier shall provide the goods and/or services described in the Statement of Work (attached) of this Master Service Agreement. CONFIDENTIALITY Information shall be treated as confidential during the term of this Agreement and for a period of seven (7) years thereafter. During such period, the parties will not: (a) disclose the Confidential Information of the Disclosing Party to any third party, using at least the same degree of care as it uses to protect its own confidential information, but not less than reasonable care or (b) use such information for any purpose other than to perform its obligations under this Agreement. Confidential Information does not include information which has previously been made generally available to the public, becomes publicly known, without fault on the part of the Receiving Party, subsequent to disclosure by the Disclosing Party of such information to the Receiving Party, is received by the Receiving Party at any time from a source, other than the Disclosing Party, lawfully having possession of and the right to disclose such information, otherwise becomes known by the Receiving Party prior to disclosure by the Disclosing Party to the receiving party of such information, or is independently developed by the Receiving Party without use of such information","Master Service Agreement","7","https://templates.business-in-a-box.com/imgs/1000px/master-service-agreement-D12657.png","https://templates.business-in-a-box.com/imgs/250px/12657.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#12657.xml",{"title":114,"description":6},"master service agreement",[116,119],{"label":117,"url":118},"Legal Agreements","business-legal-agreements",{"label":117,"url":118},"/template/master-service-agreement-D12657",{"description":122,"descriptionCustom":6,"label":123,"pages":124,"size":125,"extension":10,"preview":126,"thumb":127,"svgFrame":128,"seoMetadata":129,"parents":130,"keywords":134,"url":135},"MANAGEMENT AGREEMENT This Management Agreement (the \"Agreement\") is effective [DATE], BETWEEN: [YOUR COMPANY NAME] (the \"Company\"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [SECOND PARTY NAME] (the \"Manager\"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] WHEREAS the Company is in the business of operating a [SPECIFY] (the \"Business\"); WHEREAS the Manager has knowledge and expertise in the area of establishing, developing, operating and managing [SPECIFY BUSINESS TYPE], as well as in the area of the management of enterprises carrying on activities similar to those of the Company; WHEREAS the Company considers that the Manager's expertise will enable the Company to successfully and profitably operate its Business; WHEREAS the Manager has represented to the Company that it shall, during the term of this Management Agreement, be primarily responsible for the performance of the services to be provided hereunder; WHEREAS the Company wishes to engage the Manager to manage the Business on the terms and conditions set out below, and the Manager is prepared to enter into the present Management Agreement with the Company. NOW, THEREFORE, THE PARTIES AGREE AS FOLLOWS: 1. ENGAGEMENT 1.1 The Company hereby engages the Manager to provide expertise in the operation of the Business and such management services as may, from time to time, be requested by the Company. Such services shall be provided by the Manager and through such other agents and supervisors employed by the Manager as may be named by the Manager. 2. TERMS AND RENEWAL 2.1 The terms of the present Management Agreement shall run for [NUMBER] ([NUMBER]) months from the date of the opening for business of the Business, unless sooner terminated or subsequently continued in accordance with the terms and conditions of the present Management Agreement. 2.2 The Company may, at its option, renew the present Management Agreement for an additional period of [NUMBER] ([NUMBER]) months, provided that at the end of the initial term: 2.2.1 the Company has given the Manager written notice of such election to renew not less than [NUMBER] ([NUMBER]) months and not more than [NUMBER] ([NUMBER]) months prior to the expiry of the initial term; 2.2.2 the Company has satisfied all monetary obligations owed by it to the Manager, and has timely met such obligations throughout the term of the present Management Agreement; 2.2.3 the Company shall execute not less than [NUMBER] ([NUMBER]) months prior to renewal the Manager's then-current form of Management Agreement, which Agreement shall supersede in all respects the present Management Agreement, and the terms of which may differ from the terms of the present Management Agreement, including, without limitation, a revised Management Fee; and 2.2.4 the Company shall execute a general release, in a form prescribed by the Manager, of any and all claims against the Manager and its subsidiaries and affiliates, if any, and in respect of their respective officers, directors, agents and employees. 3. FEES AND PAYMENTS 3.1 The Company shall pay to the Manager during the terms of this Management Agreement a fee for its management services in an amount equal to [PERCENTAGE %] percent ([PERCENTAGE %]) of the Gross Sales at the Business (the \"Management Fee\"), which Management Fee shall be payable monthly in arrears. The term \"Gross Sales\" as used herein shall include the aggregate of the total amount of all sales, receipts, receivables, sales of merchandise made or services rendered in, at, on, or from the Business, and sales wherever made of food, beverage and products stored on the Business's premises, including catering on and off the Business's premises, or any other business conducted from the Business, whether made by the Company or any assignee, successor or sub-lessee, and whether made on a cash basis, or by check, or on credit, paid or unpaid, collected or uncollected, including deposits not refunded to customers, and the amount of any orders received at or solicited from the Business although such orders may be filled elsewhere, in the same manner and with the same effect as if such sales or services have been made or performed on the Business premises. Each charge or sale upon credit shall be treated as a sale for the full price in the week during which such charge or sale shall be made, irrespective of the time when the Company shall receive payment, either full or partial, therefor. Any installation fee, continuing rental, or percentage sales or any other revenue received by the Franchisee from vending and other machines and public telephone permitted to be installed on the Business's premises under Paragraph 5.6 hereof shall form part of Gross Sales. 3.4 The term \"Gross Sales\" as used herein shall not, however, include, or there shall be deducted therefrom, as the case may be the following amounts: the amount of all sales for which cash has been refunded, but only to the extent of such refund, provided that the amount of such sales shall have previously been included in Gross Sales; the amount of any gratuities to employees; the amount of any sales, retail, excise, or similar tax imposed by any federal, provincial, municipal or other governmental authority directly on sales or services and added to the price thereof, where such amounts have been collected from the customer at the point of sale by the Company acting as agent for such authority and actually in turn paid by the Company to such governmental authority; the amount of any promotional discounts approved by the Franchisor, including, without limitation, coupon redemptions and other sales of food pursuant to promotional programs which have been approved in writing by the Franchisor prior to implementation; meals served to employees of the Company and consumed on the Business's premises, provided an accurate list of such meals consumed is reported on the weekly report required by Paragraph 4.3 hereinabove. 3.5 The Manager shall be reimbursed for all travelling and other expenses actually and properly incurred by it in connection with its duties hereunder. The Manager shall furnish statements and vouchers to the Company in respect of all such expenses for which reimbursement is claimed. 3.6 All monthly payments required by this Article 3 must be paid by check drawn to the order of the Manager and received by the Manager at its address designated in sub-paragraph 9.1.1 hereof, by [HOUR] o'clock in the afternoon ([HOUR] a.m/p.m.) on the [DAY] immediately following the close of each monthly period, accompanied by a written report detailing the calculations of the Company's Gross Sales at the Business for each such monthly period. If any payment is overdue, the Company shall pay to the Manager, in addition to the overdue amount, interest on such amount from the date it was due until the date of payment, at the rate of [PERCENTAGE %] percent ([PERCENTAGE %]) per annum, and entitlement to such interest shall be in addition to any other remedies which the Manager may have. 4. AUTHORITY, POWER, OBLIGATIONS AND RESPONSIBILITIES OF THE MANAGER 4.1 The Manager shall have full power and authority to manage the Business on behalf of the Company during the terms of the present Management Agreement. 4.2 For greater certainty, the Manager's authority, powers, duties and responsibilities hereunder towards the Company shall include: 4.2.1 the recruitment, employment, and dismissal of all employees of the Company working in the Business; 4.2","Management Agreement","6",63,"https://templates.business-in-a-box.com/imgs/1000px/management-agreement-D163.png","https://templates.business-in-a-box.com/imgs/250px/163.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#163.xml",{"title":6,"description":6},[131],{"label":132,"url":133},"Consultant & Contractors","consulting-contractor-business","consulting agreement","/template/consulting-agreement-D163",{"description":137,"descriptionCustom":6,"label":138,"pages":8,"size":9,"extension":10,"preview":139,"thumb":140,"svgFrame":141,"seoMetadata":142,"parents":144,"keywords":143,"url":149},"NON-DISCLOSURE AGREEMENT (NDA) This Non-Disclosure Agreement (the \"Agreement\") is made and effective [DATE], BETWEEN: [YOUR COMPANY NAME] (the \"Disclosing Party\"), a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [RECEIVING PARTY NAME] (the \"Receiving Party\"), an individual with his main address located at OR a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] WHEREAS, Receiving Party has been or will be engaged in the performance of work on [DESCRIBE]; and in connection therewith will be given access to certain confidential and proprietary information; and WHEREAS, Receiving Party and Disclosing Party wish to evidence by this Agreement the manner in which said confidential and proprietary material will be treated. NOW, THEREFORE, it is agreed as follows: NON-DISCLOSURE OF CONFIDENTIAL INFORMATION Both Parties understand and agree that each Party may have access to the confidential information of the other party. For the purposes of this Agreement, \"Confidential Information\" means proprietary and confidential information about the Disclosing Party's (or it's suppliers') business or activities. Such information includes all business, financial, technical, and other information marked or designated by such Party as \"confidential\" or \"proprietary.\" Confidential Information also includes information which, by the nature of the circumstances surrounding the disclosure, ought in good faith to be treated as confidential. For the purposes of this Agreement, Confidential Information does not include: Information that is currently in the public domain or that enters the public domain after the signing of this Agreement. Information a Party lawfully receives from a third Party without restriction on disclosure and without breach of a non-disclosure obligation. Information that the Receiving Party knew prior to receiving any Confidential Information from the Disclosing Party. Information that the Receiving Party independently develops without reliance on any Confidential Information from the Disclosing Party. Each Party agrees that it will not disclose to any third Party or use any Confidential Information disclosed to it by the other Party except when expressly permitted in writing by the other Party. Each Party also agrees that it will take all reasonable measures to maintain the confidentiality of all Confidential Information of the other Party in its possession or control. TERM The term of this Agreement is [number] of [years/months] from the date of execution by both Parties. TITLE The Receiving Party agrees that all Confidential Information furnished by the Disclosing Party shall remain the sole property of the Disclosing Party. DISCLAIMER","Non Disclosure Agreement Nda","https://templates.business-in-a-box.com/imgs/1000px/non-disclosure-agreement-nda-D12692.png","https://templates.business-in-a-box.com/imgs/250px/12692.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#12692.xml",{"title":143,"description":6},"non disclosure agreement nda",[145,146],{"label":117,"url":118},{"label":147,"url":148},"Confidentiality Agreements","confidentiality-agreement","/template/non-disclosure-agreement-nda-D12692",{"description":151,"descriptionCustom":6,"label":152,"pages":153,"size":154,"extension":10,"preview":155,"thumb":156,"svgFrame":157,"seoMetadata":158,"parents":159,"keywords":165,"url":166},"Client Satisfaction Survey One of the best ways to improve your business relationship with your clients is to ask them what they think of your services and how you might improve in order to serve them better. Begin by developing a Client Satisfaction Survey based on the guidelines and questions below. Personalize it according to what your organization really needs to know at a given time - this will become a regular research tool, so don't worry about asking everything all at once. The Client Satisfaction Survey should be conducted in person - preferably face-to-face. If distance prevents this personal contact, at least conduct the interview over the telephone after sending a copy of the form to the interviewee, so he/she can go through the form with you. By conducting the interview rather than having the client just complete the form, you are giving your client special attention which will leave a positive impression. If the respondent merely completes the form, you are imposing on his/her time for your benefit - not theirs. Personal contact also allows you to \"read between the lines\" and pick up subtleties that would not appear on the questionnaire. Use the interview time to build a relationship with the clients at a new level. Let them know you respect their opinions and value learning from them. Take the time to ask questions that go beyond the formality of the questionnaire to learn about the client's emerging needs, test ideas of new products/services you might offer, and learn about the competition - what are they offering and how your organization compares. Never miss an opportunity to have a client contact - even if the message you receive is negative, the client will know that you care. And don't forget it is also a marketing opportunity. Survey Guidelines A Client Satisfaction Survey should either begin or end with some identifiers, for example: Client name, address and telephone number; The date; Respondent's name and position. Questions should be clear. They should solicit information that will help you better meet your clients needs and desires. They might include:","Client Satisfaction Survey","2",46,"https://templates.business-in-a-box.com/imgs/1000px/client-satisfaction-survey-D1461.png","https://templates.business-in-a-box.com/imgs/250px/1461.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#1461.xml",{"title":6,"description":6},[160,162],{"label":24,"url":161},"sales-marketing",{"label":163,"url":164},"Customer Surveys","customer-surveys","client satisfaction survey","/template/client-satisfaction-survey-D1461",{"description":168,"descriptionCustom":6,"label":169,"pages":124,"size":9,"extension":10,"preview":170,"thumb":171,"svgFrame":172,"seoMetadata":173,"parents":175,"keywords":174,"url":178},"SERVICE AGREEMENT This SERVICE AGREEMENT (\"Agreement\") is effective [DATE], BETWEEN: [COMPANY NAME] (the \"Contractor\"), a company organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] AND: [COMPANY NAME] (the \"Customer\"), a company organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] (The Contractor and the Customer shall be individually referred to as a \"Party\" and collectively referred to as the \"Parties\", as the context may require). WHEREAS A. Contractor has experience and expertise in [DESCRIBE EXPERIENCE AND SERVICE]. B. Customer desires to have Contractor provide services for them. C. Contractor desires to provide services to Customer on the terms and conditions set forth herein (the \"Services\"). NOW THEREFORE, in consideration of the above recitals, the representations, warranties, and agreements contained in this Agreement and for other good and valuable consideration, the receipt and adequacy of which are now acknowledged, the Parties agree as follows: SERVICES PROVIDED Beginning on upon agreement to this contract, [CONTRACTOR] will provide to [CUSTOMER] the following service (collectively, the /Services\"): Description of the project: [DESCRIBE THE SERVICE REQUIRED]. SCOPE OF WORK Contractor agrees to provide Services pursuant to the Scope of Work set forth in Exhibit A attached hereto (the \"Scope of Work\"). TERM Unless both parties mutually agree on an extension, this contract will automatically terminate on [SPECIFY]. PERFORMANCE The parties agree to do everything possible to ensure that the terms of this Agreement take effect. PAYMENT FOR SERVICES In exchange for the Services rendered, a payment of [SPECIFY] will be made to the Contractor upon completion of the scheduled Services described in this Contract. If an invoice is not paid on the due date, interest will be added to the current balance. These amounts shall be payable, and the Customer shall pay all overdue amounts at the lesser of [SPECIFY] per cent per annum or the maximum percentage permitted by applicable law. Or Customer will pay Contractor as follows: [SPECIFY]. DELIVERY OF SERVICES The Contractor will exercise due diligence in the provision of services. However, the Customer acknowledges that the indicated delivery times and other payment milestones listed in Scope of Work are estimates and do not constitute final delivery dates. SECURITY The Contractor must make reasonable security arrangement to protect Material from unauthorized access, collection, use, alteration or disposal. OWNERSHIP RIGHT The Customer shall hold the copyright for the agreed version of the Services as delivered, and the Customer's copyright notice may be displayed in the final version. All works, ideas, discoveries, inventions, patents, products or other information that may be protected by copyright (collectively, the \"Work Product\" developed in whole or in part by the Contractor in connection with the Services, shall be the exclusive property of the Customer. Upon request, the Contractor shall execute all documents necessary to confirm or perfect the exclusive ownership of the Customer's \"Work Product\". The Contractor retains exclusive rights to pre-existing materials used in the Customer's projects. The Customer shall not have the right to reuse, resell or otherwise transfer material belonging to the contractor or third parties. The Contractor reserves the right to use the finished public product as an example of a product. RETURN OF PROPERTY Upon the expiry or termination of this Agreement, the Contractor will return to the Customer any property, documentation, records or Confidential Information which is the property of the Customer. COMPENSATION For all services rendered by the Contractor under this Agreement, the Customer shall indemnify the Contractor. In the event that the Customer fails to make any of the payments mentioned, the Contractor shall have the right, but shall not be obliged, to exercise any of the following remedies: ","Service Agreement","https://templates.business-in-a-box.com/imgs/1000px/service-agreement-D12711.png","https://templates.business-in-a-box.com/imgs/250px/12711.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#12711.xml",{"title":174,"description":6},"service agreement",[176,177],{"label":117,"url":118},{"label":117,"url":118},"/template/service-agreement-D12711",false,{"seo":181,"reviewer":193,"quick_facts":197,"at_a_glance":200,"personas":204,"variants":229,"glossary":257,"clauses":290,"how_to_fill":341,"common_mistakes":382,"faqs":407,"industries":435,"comparisons":452,"diy_vs_lawyer":464,"jurisdictions":477,"related_template_ids_curated":498,"schema":507,"classification":508},{"meta_title":182,"meta_description":183,"primary_keyword":184,"secondary_keywords":185},"Customer Service vs Customer Experience Policy Template (Free Word)","Free customer service and customer experience policy template for businesses. Defines service standards, escalation paths, and CX commitments. Free Word and PDF download.","customer service vs customer experience template",[186,187,188,189,190,191,192],"customer experience policy template","customer service policy template word","customer experience framework template","customer service standards document","cx policy template free download","customer service vs customer experience policy","customer experience management template",{"name":194,"credential":195,"reviewed_date":196},"Bruno Goulet","CEO, Business in a Box","2026-05-02",{"difficulty":198,"legal_review_recommended":199,"signature_required":199},"medium",true,{"what_it_is":201,"when_you_need_it":202,"whats_inside":203},"A Customer Service vs Customer Experience Policy Agreement is a binding internal and client-facing document that formally distinguishes reactive customer service obligations from the broader, proactive customer experience commitments a business makes across the full customer lifecycle. This free Word download lets you define service-level standards, escalation procedures, CX ownership roles, and measurement benchmarks in a single enforceable document you can edit online and export as PDF.\n","Use it when onboarding a new client under a managed-services or retainer arrangement, when formalizing internal CX standards for customer-facing teams, or when a dispute arises over whether a service failure constitutes a breach of contracted service levels versus an unmet experience expectation.\n","Definitions distinguishing customer service from customer experience, service-level commitments and response time guarantees, CX ownership and accountability clauses, escalation and remediation procedures, measurement and reporting obligations, and termination conditions tied to sustained service failure.\n",[205,209,213,217,221,225],{"title":206,"use_case":207,"icon_asset_id":208},"Customer success managers","Formalizing CX commitments to enterprise clients under a managed-services contract","persona-customer-success",{"title":210,"use_case":211,"icon_asset_id":212},"Operations directors","Standardizing internal service and experience standards across customer-facing teams","persona-operations-director",{"title":214,"use_case":215,"icon_asset_id":216},"SaaS founders","Defining the boundary between platform support SLAs and broader onboarding experience guarantees","persona-startup-founder",{"title":218,"use_case":219,"icon_asset_id":220},"Retail and hospitality managers","Documenting service recovery procedures and proactive CX touchpoints for front-line staff","persona-retail-manager",{"title":222,"use_case":223,"icon_asset_id":224},"Legal and compliance officers","Reducing liability exposure by clearly separating contractual service obligations from aspirational CX goals","persona-compliance-officer",{"title":226,"use_case":227,"icon_asset_id":228},"Agency and consultancy principals","Setting enforceable service-delivery standards when managing customer experience programs on behalf of clients","persona-agency",[230,234,238,241,245,249,253],{"situation":231,"recommended_template":232,"slug":233},"Formalizing support response times and issue resolution commitments for a SaaS product","Service Level Agreement (SLA)","service-level-agreement-D778",{"situation":235,"recommended_template":236,"slug":237},"Documenting CX standards for a managed outsourced customer support team","Customer Support Services Agreement","customer-service-agreement-D13827",{"situation":239,"recommended_template":63,"slug":240},"Setting internal performance standards for a customer service department","customer-service-policy-D13261",{"situation":242,"recommended_template":243,"slug":244},"Defining refund, return, and complaint resolution terms for retail customers","Customer Complaint Policy","customer-complaint-resolution-policy-D13644",{"situation":246,"recommended_template":247,"slug":248},"Capturing the full scope of a consulting engagement to improve CX","Consulting Services Agreement","consulting-agreement-D163",{"situation":250,"recommended_template":251,"slug":252},"Protecting proprietary customer data collected during CX programs","Non-Disclosure Agreement (NDA)","non-disclosure-agreement-nda-D12692",{"situation":254,"recommended_template":255,"slug":256},"Governing a long-term client relationship that includes both service delivery and experience management","Master Services Agreement","master-service-agreement-D12657",[258,261,264,266,269,272,275,278,281,284,287],{"term":259,"definition":260},"Customer Service","Reactive assistance provided to a customer at a specific touchpoint — typically in response to a question, complaint, or request — measured by resolution speed and accuracy.",{"term":262,"definition":263},"Customer Experience (CX)","The cumulative perception a customer holds of a business across every interaction, from first awareness through post-purchase — encompassing emotion, ease, and consistency over time.",{"term":232,"definition":265},"A contractual commitment specifying measurable performance standards — such as response time within 4 business hours and resolution within 2 business days — and the remedies for failing to meet them.",{"term":267,"definition":268},"Customer Effort Score (CES)","A metric measuring how much effort a customer had to expend to get an issue resolved or a task completed — lower scores indicate a smoother experience.",{"term":270,"definition":271},"Net Promoter Score (NPS)","A loyalty metric derived from asking customers how likely they are to recommend a company on a 0–10 scale, yielding a score between -100 and +100.",{"term":273,"definition":274},"Escalation Path","A defined sequence of people or teams a customer issue is transferred to when it cannot be resolved at the first point of contact.",{"term":276,"definition":277},"Touchpoint","Any interaction between a customer and a business — including website visits, support calls, invoices, packaging, and renewal notices — that contributes to the overall experience.",{"term":279,"definition":280},"CX Ownership","The designated individual or team accountable for monitoring, improving, and reporting on the customer experience across all touchpoints.",{"term":282,"definition":283},"Service Recovery","The actions a business takes to restore customer satisfaction after a service failure — including apology, remedy, and process improvement to prevent recurrence.",{"term":285,"definition":286},"Voice of the Customer (VoC)","Structured feedback collected from customers through surveys, interviews, and support interactions, used to identify gaps between expected and delivered experience.",{"term":288,"definition":289},"CSAT (Customer Satisfaction Score)","A post-interaction survey metric measuring customer satisfaction on a defined scale — typically 1–5 — immediately following a service event.",[291,296,301,306,311,316,321,326,331,336],{"name":292,"plain_english":293,"sample_language":294,"common_mistake":295},"Definitions and Scope","Formally distinguishes customer service from customer experience within the context of this agreement and defines which products, services, channels, and customer segments fall within scope.","For purposes of this Agreement, 'Customer Service' means reactive support provided in response to a Customer request or issue. 'Customer Experience' means the holistic perception of [COMPANY NAME] resulting from all interactions across [LIST OF CHANNELS] during the term of this Agreement.","Conflating customer service and customer experience in the definitions clause. If the two are not clearly separated, every unmet experience expectation becomes a potential breach of a measurable service obligation, exposing the company to remediation claims it never intended to guarantee.",{"name":297,"plain_english":298,"sample_language":299,"common_mistake":300},"Service-Level Commitments","States the specific, measurable response and resolution time commitments for each support channel and issue severity tier.","Company shall acknowledge all Tier 1 (Critical) support requests within [2] business hours and resolve or provide a documented remediation plan within [1] business day. Tier 2 (Standard) requests shall be acknowledged within [1] business day and resolved within [5] business days.","Setting SLA response times without defining business hours and holiday exclusions. Disputes routinely arise when a customer submits a critical request at 11:55 PM on a Friday and expects a 2-hour acknowledgment by 1:55 AM.",{"name":302,"plain_english":303,"sample_language":304,"common_mistake":305},"Customer Experience Standards","Establishes the qualitative and quantitative benchmarks the company commits to maintaining across the customer lifecycle — including onboarding, ongoing engagement, and renewal touchpoints.","Company shall maintain a Net Promoter Score of no less than [X] and a Customer Effort Score of no more than [Y] across all measured touchpoints, as reported quarterly. Company shall conduct a structured onboarding review no later than [30] days after service commencement.","Making CX benchmarks aspirational rather than measurable. Phrases like 'strive to deliver an excellent experience' create no obligation. If a benchmark matters enough to include, it should be tied to a specific metric and a remediation clause.",{"name":307,"plain_english":308,"sample_language":309,"common_mistake":310},"CX Ownership and Accountability","Designates the individual or team responsible for monitoring CX performance, reporting results, and coordinating improvements — and their counterpart on the client side.","Company shall designate a named Customer Experience Manager ([NAME / ROLE]) as the primary point of accountability for all CX obligations under this Agreement. Client shall designate a corresponding [TITLE] as its liaison. Both parties shall meet no less than [quarterly] to review performance data.","Omitting a client-side counterpart requirement. When the company has a designated CX owner but the client does not, feedback loops break down and disputes over experience failures become one-sided and unresolvable.",{"name":312,"plain_english":313,"sample_language":314,"common_mistake":315},"Escalation and Remediation Procedures","Defines the step-by-step process for escalating unresolved service issues and the company's remediation obligations — including timelines, compensatory actions, and documentation requirements.","If a Tier 1 issue remains unresolved beyond [2] business days, it shall automatically escalate to [TITLE / TEAM]. Company shall provide a written root-cause analysis within [5] business days of resolution and, where applicable, a service credit equal to [X]% of the monthly fee for the affected period.","Including service credits without a credit cap. Without a ceiling, a series of SLA breaches in a single month can generate credits that exceed the monthly contract value, creating a liability that exceeds the contract's revenue.",{"name":317,"plain_english":318,"sample_language":319,"common_mistake":320},"Measurement, Reporting, and Audit Rights","Specifies how performance data is collected, what metrics are reported, how frequently reports are delivered, and the client's right to audit the methodology.","Company shall deliver a monthly performance report no later than the [5th] business day of the following month, including CSAT scores, NPS results, SLA compliance rates, and open escalation summaries. Client may request an independent methodology audit no more than [once] per calendar year at its own expense.","Reporting only on metrics the company performed well on. A reporting clause should enumerate the specific metrics contractually required — not leave the content to the company's discretion — so that underperformance is documented, not omitted.",{"name":322,"plain_english":323,"sample_language":324,"common_mistake":325},"Intellectual Property in CX Deliverables","Clarifies who owns the customer journey maps, VoC research, process documentation, and other CX deliverables created under the agreement.","All CX deliverables created by Company specifically for Client under this Agreement, including journey maps, VoC reports, and process improvement documentation, shall be owned by [CLIENT / COMPANY] upon full payment of fees. Company retains rights to its proprietary methodologies and tools used to produce such deliverables.","Failing to distinguish between the deliverable and the methodology used to create it. Without this distinction, a client can claim ownership of the company's proprietary CX framework simply because it was used to produce a deliverable.",{"name":327,"plain_english":328,"sample_language":329,"common_mistake":330},"Confidentiality of Customer Data","Restricts the use and disclosure of customer data — including survey responses, support interaction records, and behavioral analytics — collected during CX program delivery.","Company shall not use, disclose, or transfer any Customer Data collected in the performance of this Agreement except as necessary to fulfill its obligations herein. Customer Data shall be retained for no longer than [24] months following termination and destroyed upon written request.","Omitting data retention and destruction timelines. Without them, the company faces indefinite obligations under GDPR, PIPEDA, and CCPA if the relationship ends and the client demands data deletion.",{"name":332,"plain_english":333,"sample_language":334,"common_mistake":335},"Termination for Sustained Service Failure","Allows either party to terminate the agreement if measurable service or CX benchmarks are not met within a defined cure period, without triggering standard early-termination penalties.","If Company fails to meet [three] or more SLA commitments in any [two] consecutive calendar months and fails to cure such failures within [30] days of written notice, Client may terminate this Agreement without payment of early-termination fees and shall receive a pro-rated refund of prepaid unused fees.","Granting termination rights without a cure period. Immediate termination for a single SLA miss — even a minor one — is disproportionate and creates commercial risk. A defined notice-and-cure window protects both parties.",{"name":337,"plain_english":338,"sample_language":339,"common_mistake":340},"Governing Law and Dispute Resolution","Specifies the jurisdiction whose law governs the agreement and the process — mediation, arbitration, or litigation — for resolving disputes.","This Agreement shall be governed by the laws of [STATE / PROVINCE / COUNTRY]. Any dispute arising from this Agreement shall first be submitted to non-binding mediation before a mutually agreed mediator in [CITY]. If mediation fails, disputes shall be resolved by binding arbitration under [AAA / JAMS / applicable institution] rules.","Choosing a governing law that differs from the jurisdiction where the customer-facing services are actually delivered. Regulators in the EU and certain Canadian provinces apply local consumer protection law regardless of the governing-law clause.",[342,347,352,357,362,367,372,377],{"step":343,"title":344,"description":345,"tip":346},1,"Define the parties and the scope of services","Enter the full legal names of both parties, the specific services covered, and the customer channels in scope — email, phone, chat, in-store, app, or self-service portal.","Be explicit about what is excluded from scope. If social media DMs are not a supported service channel, say so — ambiguity becomes a service expectation.",{"step":348,"title":349,"description":350,"tip":351},2,"Draft distinct definitions for customer service and customer experience","Write a one-paragraph definition for each term that makes the difference operationally clear — customer service is reactive and transactional; customer experience is cumulative and relationship-level.","Test your definitions against a real scenario: if a customer waits 10 minutes on hold, is that a service failure, an experience failure, or both? Your definitions should answer that question unambiguously.",{"step":353,"title":354,"description":355,"tip":356},3,"Set specific, measurable SLA commitments by tier","Define at least two severity tiers (e.g., Critical and Standard), and assign acknowledgment and resolution time targets to each. Include the definition of business hours and the holiday calendar that applies.","Use absolute clock times — 'within 4 business hours of receipt' — rather than relative language like 'promptly' or 'as soon as possible.'",{"step":358,"title":359,"description":360,"tip":361},4,"Establish CX benchmarks with specific metrics","Choose two to four measurable CX metrics — NPS, CSAT, CES, or first-contact resolution rate — and set a minimum threshold for each. Tie each metric to a specific reporting cadence.","Set thresholds you can realistically meet. A benchmark you miss in Month 1 immediately puts you in breach — start with achievable floors and negotiate improvements into the renewal.",{"step":363,"title":364,"description":365,"tip":366},5,"Name the CX owner and the escalation path","Designate a named individual (or titled role) as CX owner on each side, define the escalation sequence, and set the time limits at each escalation level.","The escalation path should reach a decision-maker by no later than 48 hours — if it dead-ends at a junior role with no authority to offer remediation, it is not a real escalation path.",{"step":368,"title":369,"description":370,"tip":371},6,"Draft the service credit and remediation clause","Define the credit formula, set a monthly credit cap (typically 10–20% of monthly fees), and specify the conditions under which a credit is forfeited — for example, if the client failed to report the issue within a defined window.","Credits should require a formal claim submission. Automatic credits for every missed SLA, without a claim requirement, create accounting complexity and invite disputes over what triggered the credit.",{"step":373,"title":374,"description":375,"tip":376},7,"Complete the data confidentiality and retention terms","Specify which categories of customer data are covered, the permitted uses, the retention period, and the destruction or return obligation on termination. Align these terms with the governing jurisdiction's data protection law.","If the client is in the EU, the data handling clause must be GDPR-compliant regardless of what your governing-law clause says — include a GDPR addendum or data processing agreement if needed.",{"step":378,"title":379,"description":380,"tip":381},8,"Execute before service delivery begins","Both parties must sign the agreement before the first customer interaction occurs under its terms. Post-commencement execution undermines the enforceability of SLA commitments and data handling obligations that were already active.","Use a timestamped eSignature platform to record the exact execution date and time — this becomes critical if an SLA breach is alleged to have occurred close to the contract start date.",[383,387,391,395,399,403],{"mistake":384,"why_it_matters":385,"fix":386},"Using identical definitions for customer service and customer experience","When the two terms are undefined or conflated, every negative customer perception becomes a potential breach of a measurable SLA, exposing the business to remediation claims on subjective outcomes it never contractually guaranteed.","Draft a separate, operationally specific definition for each term in the definitions clause. Run the definitions past a customer-facing manager to confirm they match how the team actually works.",{"mistake":388,"why_it_matters":389,"fix":390},"Setting CX benchmarks without linking them to a remedy","A clause that says 'Company shall maintain an NPS of 40 or above' but specifies no consequence for falling below 40 is unenforceable — it reads as aspirational, not contractual.","Pair every CX benchmark with an explicit remedy: a reporting obligation, a remediation plan deadline, a service credit, or a termination trigger after a defined cure period.",{"mistake":392,"why_it_matters":393,"fix":394},"No service credit cap","Without a ceiling, multiple SLA breaches in a single billing period can generate credits exceeding the full monthly contract value, creating a net-negative revenue position the company never intended.","Cap total monthly credits at 10–20% of the monthly fee. State that credits are the exclusive financial remedy for SLA failures — not a basis for consequential damages claims.",{"mistake":396,"why_it_matters":397,"fix":398},"Omitting data retention and destruction obligations","Without a defined retention period and a destruction obligation, the company holds customer data indefinitely after the contract ends — creating ongoing liability under GDPR, PIPEDA, CCPA, and equivalent statutes.","Set a specific retention period (e.g., 24 months post-termination) and require written confirmation of destruction or return within 30 days of the retention period ending.",{"mistake":400,"why_it_matters":401,"fix":402},"No cure period before termination for service failure","Immediate termination rights for any SLA miss — including minor ones — can be triggered by a single bad month, destroying an otherwise viable commercial relationship and creating revenue unpredictability.","Require a written notice identifying the specific failure, a cure period of at least 30 days, and a pattern of failure (e.g., three misses in two consecutive months) before termination rights activate.",{"mistake":404,"why_it_matters":405,"fix":406},"Signing after service delivery has already begun","SLA commitments and data handling obligations that were active before execution may be unenforceable for the pre-signature period, and customer data collected before signing may lack a lawful contractual basis under GDPR and PIPEDA.","Execute the agreement on or before the date the first customer interaction under its scope occurs. If execution is delayed, document the retroactive effective date explicitly and confirm both parties' consent to it.",[408,411,414,417,420,423,426,429,432],{"question":409,"answer":410},"What is the difference between customer service and customer experience?","Customer service is the reactive support a business provides when a customer has a question, complaint, or problem — it is a single touchpoint interaction. Customer experience is the cumulative perception a customer forms across every interaction with a business, from first awareness through post-purchase. A company can have excellent customer service reps and still deliver a poor customer experience if onboarding, billing, and renewal touchpoints are frustrating. This document formalizes the distinction so that service-level obligations and experience commitments are governed by separate, appropriate standards.\n",{"question":412,"answer":413},"Why does this distinction need to be in a legal document?","Without a formal distinction, a client can argue that any negative customer perception — a confusing invoice, a slow onboarding, an unmemorable renewal call — constitutes a breach of contracted service obligations. A binding policy agreement separates the measurable, remediable service commitments (response times, resolution rates) from the broader experience standards (NPS, CES) and assigns appropriate remedies and accountability structures to each. This protects the service provider from open-ended liability while still holding them accountable to meaningful CX benchmarks.\n",{"question":415,"answer":416},"Who should sign this agreement?","Both parties — the service provider and the client — should sign, typically through authorized representatives with authority to bind their respective organizations. For internal policy use, the document should be signed or acknowledged by department heads and the executive sponsor of the CX program. Unsigned policies are difficult to enforce when service disputes escalate to formal proceedings.\n",{"question":418,"answer":419},"What metrics should be included in the CX standards clause?","The most commonly used and defensible CX metrics are Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and First Contact Resolution (FCR) rate. Choose two to four that align with your delivery model — NPS for relationship-level loyalty, CSAT for post-interaction quality, CES for ease of resolution, and FCR for support efficiency. Each metric should have a defined minimum threshold, a measurement methodology, and a reporting cadence written into the contract.\n",{"question":421,"answer":422},"Is this agreement required by law?","No jurisdiction mandates a customer service versus customer experience policy agreement specifically. However, data protection laws in the EU (GDPR), Canada (PIPEDA), and several US states (CCPA, CPRA) require documented data handling procedures that overlap significantly with this agreement's confidentiality and retention clauses. In regulated industries — financial services, healthcare, telecoms — regulators often require documented service standards and complaint handling procedures that this agreement helps satisfy.\n",{"question":424,"answer":425},"How does this document interact with a Service Level Agreement?","A Service Level Agreement (SLA) is a subset of what this document covers — it specifies technical performance metrics such as uptime, response time, and resolution time. This agreement encompasses the SLA commitments but adds the broader customer experience layer: CX benchmarks, ownership accountability, journey-level standards, and the distinction between reactive service and proactive experience management. In practice, you may embed SLA terms within this agreement or reference a standalone SLA as an attached schedule.\n",{"question":427,"answer":428},"What happens if we miss a CX benchmark?","That depends on the remedy clause you negotiate. Typical consequences range from a written remediation plan obligation (lower stakes) to a service credit (moderate stakes) to a client termination right after a sustained failure period (highest stakes). The agreement should specify the exact remedy for each type of benchmark miss — SLA breaches and CX benchmark shortfalls are often governed by different remedy tiers because the former is more directly attributable to company action and the latter involves factors outside the company's sole control.\n",{"question":430,"answer":431},"Do we need a lawyer to use this template?","For straightforward internal policy use or standard B2B service arrangements, a well-completed template is typically sufficient. Legal review is recommended when the contract governs a high-value or long-term client relationship, when customer data subject to GDPR or CCPA is involved, when service credits could represent significant financial exposure, or when the client is in a regulated industry with specific compliance requirements. A 1–2 hour review by a commercial contracts lawyer typically costs $300–$700 and is worthwhile for any engagement above $50K annually.\n",{"question":433,"answer":434},"How often should this agreement be reviewed and updated?","Review it at each contract renewal, whenever a material change occurs in your service delivery model or technology stack, and after any significant service failure that reveals gaps in the current terms. Data protection obligations — particularly GDPR and CCPA requirements — are frequently updated by regulators; ensure your confidentiality and retention clauses remain compliant at least annually. If you update CX benchmarks based on improved capabilities, document the revision with a signed amendment rather than a side letter.\n",[436,440,444,448],{"industry":437,"icon_asset_id":438,"specifics":439},"SaaS / Technology","industry-saas","Platform uptime SLAs coexist with onboarding experience commitments; the agreement must clearly separate technical availability metrics from customer success engagement standards to avoid conflating breach triggers.",{"industry":441,"icon_asset_id":442,"specifics":443},"Financial Services","industry-fintech","Regulatory complaint-handling requirements under FCA, CFPB, and OSFI overlap with CX standards; the agreement must align with jurisdiction-specific response timelines and escalation documentation requirements.",{"industry":445,"icon_asset_id":446,"specifics":447},"Retail and E-commerce","industry-retail","High transaction volume means CSAT and CES metrics are collected at scale; the agreement should specify sampling methodology, minimum response rates for statistical validity, and how seasonal volume spikes affect SLA calculations.",{"industry":449,"icon_asset_id":450,"specifics":451},"Healthcare","industry-healthtech","Patient experience standards are subject to HIPAA data handling requirements and CMS guidelines; the confidentiality clause must reference applicable health data protection law and exclude patient data from standard VoC survey processes.",[453,456,459,462],{"vs":232,"vs_template_id":454,"summary":455},"service-level-agreement-D12710","An SLA governs technical performance metrics — uptime, response time, resolution time — with defined service credits for breach. This agreement covers the SLA layer but adds the broader customer experience dimension: NPS benchmarks, CX ownership, journey-level standards, and the formal distinction between reactive service and proactive experience. Use an SLA when performance metrics alone are sufficient; use this agreement when the relationship involves a managed CX program or multi-touchpoint delivery commitment.",{"vs":236,"vs_template_id":457,"summary":458},"D{CUSTOMER_SUPPORT_SERVICES_ID}","A customer support services agreement governs the operational delivery of a support function — staffing, tools, channels, and pricing. This agreement governs the standards those operations must meet from the customer's perspective, including experience benchmarks and accountability structures. The two documents are complementary: the support services agreement defines how the work is done; this agreement defines how well it must be done and what the customer should feel as a result.",{"vs":255,"vs_template_id":460,"summary":461},"master-service-agreement-D13309","A master services agreement establishes the overarching commercial terms for an ongoing client relationship — liability, IP, payment, and general obligations. This agreement operates at a more granular level, specifying the service and experience standards that apply to a particular engagement or product line within that relationship. In practice, this document often attaches to an MSA as a schedule or statement of work.",{"vs":247,"vs_template_id":248,"summary":463},"A consulting services agreement governs a defined engagement where a consultant delivers analysis or recommendations — payment, deliverables, and IP ownership are the core concerns. This agreement is appropriate when a business is committing to ongoing, measurable service and experience delivery rather than a one-time consultancy. If the CX work is advisory rather than operational, a consulting agreement is the more appropriate vehicle.",{"use_template":465,"template_plus_review":469,"custom_drafted":473},{"best_for":466,"cost":467,"time":468},"B2B service providers establishing standard CX and service-level commitments with clients for engagements under $50K annually","Free","30–60 minutes",{"best_for":470,"cost":471,"time":472},"Managed-service arrangements with enterprise clients, multi-jurisdiction data handling, or service credits above $5K per month","$300–$700 (1–2 hour commercial contracts review)","2–5 days",{"best_for":474,"cost":475,"time":476},"High-value regulated-industry engagements, international CX programs subject to GDPR or CCPA, or arrangements where service failure exposure exceeds $100K","$2,000–$6,000+","2–4 weeks",[478,483,488,493],{"code":479,"name":480,"flag_asset_id":481,"note":482},"us","United States","flag-us","No federal law mandates a customer service or CX policy, but the FTC Act's prohibition on unfair or deceptive practices means that published service commitments — including those in this agreement — can be enforced as binding representations. CCPA and CPRA in California impose specific data handling and deletion rights that must be reflected in the confidentiality and retention clauses. State consumer protection statutes vary significantly; check applicable state law before setting credit card or refund-related service commitments.",{"code":484,"name":485,"flag_asset_id":486,"note":487},"ca","Canada","flag-ca","PIPEDA (federally) and provincial legislation such as Quebec's Law 25 govern the collection, use, and retention of customer data collected through CX programs. Law 25 requires that contracts with service providers handling Quebec residents' personal information include specific data protection provisions and designate a privacy officer. Telecoms, banking, and transportation sectors face additional CRTC and OSFI service standards that must be integrated into CX commitments.",{"code":489,"name":490,"flag_asset_id":491,"note":492},"uk","United Kingdom","flag-uk","The UK GDPR and Data Protection Act 2018 govern customer data collected through CX programs, and the retention clause must align with documented lawful bases for processing. FCA-regulated firms must meet prescribed complaint-handling timelines — 8 weeks maximum for most financial services complaints — which function as mandatory SLA floors regardless of what the contract specifies. The Consumer Rights Act 2015 implies a service quality standard of reasonable care and skill into consumer-facing agreements.",{"code":494,"name":495,"flag_asset_id":496,"note":497},"eu","European Union","flag-eu","GDPR requires a documented lawful basis for processing customer data through VoC surveys and CX analytics, and a Data Processing Agreement must be in place if a third-party CX vendor processes EU residents' personal data. The EU's General Product Safety Regulation and sector-specific directives (e.g., PSD2 for payments) impose mandatory complaint-response timelines in some industries. Post-employment non-competes and IP ownership clauses may require financial compensation to the affected party in certain member states if the CX program involves employed individuals.",[233,256,248,252,499,500,501,502,503,504,505,506],"client-satisfaction-survey-D1461","service-agreement-D12711","independent-contractor-agreement-D160","employee-handbook-D712","terms-and-conditions-D12667","data-privacy-policy-D13465","no-refund-policy-D13428","complaint-letter-D13000",{"emit_how_to":199,"emit_defined_term":199},{"primary_folder":509,"secondary_folder":510,"document_type":511,"industry":512,"business_stage":513,"tags":514,"confidence":519},"business-administration","company-policies","policy","general","all-stages",[515,511,516,517,518],"customer-service","operations","customer-experience","service-levels",0.85,"\u003Ch2>What is a Customer Service vs Customer Experience Policy Agreement?\u003C/h2>\n\u003Cp>A \u003Cstrong>Customer Service vs Customer Experience Policy Agreement\u003C/strong> is a binding document that formally draws the operational and legal distinction between two related but fundamentally different business commitments: reactive customer service — the support a business provides when a customer encounters a specific problem — and customer experience, the cumulative perception a customer forms across every interaction with a business from first contact through renewal. By codifying both in a single signed agreement, the document assigns measurable standards, ownership accountability, escalation procedures, and remedies to each, eliminating the ambiguity that routinely turns unmet experience expectations into contested service breach claims. This free Word download covers SLA tiers, CX benchmarks, data confidentiality obligations, and termination triggers in a format you can edit online and export as PDF.\u003C/p>\n\u003Ch2>Why You Need This Document\u003C/h2>\n\u003Cp>Without a formal distinction between customer service and customer experience, a business is exposed to an unbounded category of claims: any negative customer perception — a slow onboarding, a confusing billing statement, an unreturned check-in call — can be framed as a failure to meet contracted service obligations. That ambiguity is costly in disputes, credibility-damaging in client reviews, and legally vulnerable under consumer protection frameworks in the US, Canada, the UK, and the EU. This agreement closes that gap by separating the remediable, metric-driven service commitments from the broader experience standards, each with their own benchmarks, accountability owners, and consequences for failure. For service providers managing enterprise CX programs, the data confidentiality and retention clauses address GDPR, PIPEDA, and CCPA obligations that attach the moment customer feedback data is collected. Using this template means you spend your next client conversation defining what excellent looks like — not defending what was never agreed.\u003C/p>\n",1781185970857]