Customer Service Checklist
Table of Contents
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.
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Presented by:
Campbell Rodriguez
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Introduction
Who it's for
This Customer Service Checklist is for teams that want consistent execution, less rework, and clear ownership.
- Standardize quality - run the same Customer Service steps every time, regardless of who executes
- Save time - reuse a proven Customer Service workflow instead of rebuilding processes from scratch
- Improve accountability - assign owners and see what's done vs. what's pending
- Onboard faster - use the Customer Service checklist as the SOP and training guide
- Coordinate across roles - handoffs are clear and everyone works from the same source of truth
How to use it
How to use this Customer Service Checklist:
- Start by saving it - save as a Template if you'll reuse it, or as a Checklist if it's a one-off project.
- Customize it once for your workflow - remove what doesn't apply and add your team-specific steps.
- Assign ownership and execute - set owners/due dates where needed and track completion as work happens.
- Reuse without rebuilding - when Customer Service comes up again, start from your saved version and run it with clear ownership.