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  • Customer Communication
    • Effectively communicate your brand and service expectations.
    • Use age-appropriate greetings.
    • Service all customers the same regardless of their age or appearance.
    • Interact well with customers.
    • Demonstrate competence.
    • Have good listening skills.
    • Make suggestions based on customer comments.
    • Make eye contact with customers.
    • Appear engaged and interested in what the customer is telling them.
    • Shake hands when meeting the customer.
    • Respond to customer e-mails, telephone queries and complaints.
    • Minimize any wait time.
    • Ensure a pleasant and efficient treating of customers.
    • Learn to read body language to see if a customer could use some help.
    • Never discuss customers in front of other customers.
  • Product Knowledge
    • Confidently explain the company’s products and services.
    • Able to explain the basic components of each product, features and benefits.
    • Understand how to match specific products and services with particular customer needs.
  • Confronting Conflict
    • Act within the chain of command in conflict situations
    • Understand who can authorize actions or changes.
    • Keep threir cool and calm during conflict situation.
    • Act to diffuse or alleviate the situation.
    • Resolve customer service issues in a fair and equitable manner.
    • Keep emotions in check.
    • Stay polite at all times.

Customer Service Checklist
  Campbell Rodriguez

on December 29, 2011

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