# AI customer service operating policy worksheet

Prepared by Concierge — https://concierge.cx
Source guide: https://concierge.cx/customer-service-operating-policies

Complete one worksheet per workflow. This is a planning template, not a default
policy or a statement that every action is supported by every integration.

- Workflow name:
- Policy owner and effective date:
- Source policy:
- Customer request and scope:
- Required identity and order checks:
- Eligibility rules and exclusions:
- Permitted action and limits:
- When approval is required:
- Exception owner and next step:
- Evidence of successful completion:
- Failure and retry behavior:
- Customer confirmation:

## Test cases

For each case, write the expected action AND the expected customer message.

1. Eligible request:
2. Ineligible request:
3. Missing or ambiguous information:
4. Approval required:
5. Integration failure or unclear save result:
6. Duplicate request across two channels:

## Review

- Did the intended change actually happen?
- Did the agent follow the policy?
- Did the customer confirmation match the real result?
- Did retries or repeat contacts cause duplicate work?
- What changes require retesting this workflow?