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Customer service checklist

Superior customer service is a critical component of business success. A happy customer will come back again and again, but one bad experience could turn them away for good.

That’s why it’s important to have a plan in place to solve customer problems as efficiently as possible. In this checklist, we will discuss all of the necessary steps to providing an impeccable customer service experience from start to finish.

What is a customer service checklist?

A customer service checklist can vary depending on the company, but it typically includes items such as greeting customers, providing assistance and information, handling complaints, and thanking customers for their business.
Other items that may be included are upselling or cross-selling products or services, confirming orders, and resolving any discrepancies.

The importance of a customer service checklist

A customer service checklist can help make sure that you’re providing the best possible experience to your customers. It can also help ensure that no steps are missed when dealing with a customer inquiry or issue.

It’s important to have a solid customer service protocol in place so that all employees are aware of the steps they need to take to provide excellent customer service.

This helps to ensure a consistent experience for customers regardless of who they interact with at the company. A customer service checklist can also help to identify areas where improvements can be made so that customers continue to be satisfied with the level of service they receive.

Who can benefit from a customer service checklist

  • Customer service agents

A customer service checklist can be extremely helpful for agents who are in charge of handling incoming inquiries or complaints. They must pay attention to details and follow a specific process while communicating with the customer.

A solid set of guidelines will help your company remain consistent even when dealing with multiple different employees. It also makes it easier for new hires to get up to speed and help them avoid making errors.

  • Business leaders

Business leaders can use a customer service checklist to track the progress of their company’s customer service department. They can review how well complaints are being handled and identify areas where improvements need to be made.

They can also use it as a tool to measure customer satisfaction levels and track any changes that occur over time. This information can help business leaders make decisions about where to allocate resources in order to improve their customer service.

  • Customer service managers and supervisors

A customer service checklist can be extremely beneficial for customer service managers and supervisors. They are responsible for overseeing the actions of employees to ensure that they’re following company protocol when dealing with customers.

A checklist allows them to track customer service metrics and receive detailed reports about how well their entire team is performing.

Explore customer service checklist

A customer service checklist is a critical tool that all businesses should have in order to ensure their customers are happy and satisfied with the services they receive. By following these simple steps, you can solve your customers’ problems like a pro!

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Customer service checklist

One of the first things your support team should do is make sure customers can easily contact them. Customers shouldn’t have to search through pages of FAQs or send multiple emails before getting a response.

Why is making your support team easily accessible important?

If customers can’t get in touch with your support team, it will be difficult for them to resolve their problems. Customers may become frustrated and take their business elsewhere if they do not receive an answer or assistance when they need it most.

LiveAgent's support portal - online help
Live Agent’s support portal

How to handle ensuring your support team is easily accessible?

There are many different ways you can go about this and it will vary depending on your industry. Some companies offer 24-hour phone support while others provide chat features.

Some companies choose not to offer customer service over the phone but instead use different forms of communication like email or social media platforms. The most important thing is that customers are able to quickly and easily get in touch with your team whenever they need assistance.

Don’t forget that different types of inquiries may require more time than others, so it’s important to be transparent with customers about how long they can expect to wait for a response.

Which tools to use for making your support team easily accessible?

  • time tracking apps
  • employee management software
  • CRM tools
  • customer support software

Your customers need to know what kind of experience they should expect when reaching out for assistance.

Why is setting clear customer service expectations important?

This will help guide customers and ensure that there is no miscommunication or misunderstandings between them and your team before interaction even begins.

How to handle setting clear customer service expectations?

There are many ways you can do this, but the most important thing is to be consistent across your business.

You want all of your customers to have a similar experience when they reach out for help. This way, they will have a clear understanding of what to expect from your business, which should ultimately help you avoid many problems down the road.

^Customer service^ checklist
Setting up customer service expectations

Which tools to use for setting clear customer service expectations?

  • email ticketing system
  • employee management software
  • customer service software
  • a set of spreadsheets and matrices
  • workforce planning app

Another important step is to tell customers your business hours. By doing so, they will know when you are available and what time zone to consider when reaching out for assistance.

LiveAgent Business hours example
Setting business hours with Live Agent

Why is specifying working hours important?

Specifying your support team’s workday allows them to let customers know their schedules and any limitations or delays that may occur before any interaction even begins.

If you are unable to offer customer service during certain times, it’s best that you let customers know about it. They should be able to easily find out when the business will be open for them before they reach out with a question or issue.

How to handle specifying your working hours?

You have the freedom to decide when you are available for support, but should be aware of how this may impact customers who are located in different time zones or rely on other services at specific times of the day.

If possible, try to be as accommodating as possible in order to provide the best customer service experience that you can.

Which tools to use for specifying your working hours?

  • time tracking app
  • working spreadsheets
  • industry benchmarks

One way to ensure your support team’s quality is by using chatbots, which are computer programs that can mimic human conversations and help customers with their inquiries.

Why is taking advantage of a 24/7 chatbot important?

Chatbots are available at all times and can handle multiple conversations simultaneously. This allows you to help more customers at any given time and avoid long wait times.

Chatbots are programmed to answer frequently asked questions, which also frees up your support team’s time for more difficult inquiries.

There are many different chatbots out there to choose from, but it is important that they fit with your business goals and align with the type of customer service you want to provide.

LiveAgent's chat section
LiveAgent’s chat section setting

How to handle taking advantage of a 24/7 chatbot?

You can use a chatbot on your website, social media platforms, or even in your email marketing campaigns. By doing so, you will be able to provide instant support and help customers get the answers they need right away.

Make sure you know how to use the chatbot and onboard your team so that everyone will be on the same page and knows how to best use this valuable asset.

Which tools to use for taking advantage of a 24/hour chatbot?

  • chatbot software
  • customer service chatbot
  • LiveAgent chat platform

One way to provide better customer service is by becoming familiar with your products and services. This will help you understand what customers are asking about and give you the ability to offer solutions.

Why is becoming familiar with your products and services important?

Customers often reach out for support because they have a question or issue that needs resolution. If you are familiar with your products and services, it will be easier to answer these types of questions or help resolve any issues.

Moreover, you will be able to provide solutions that are tailored to your products and services, which can create a better customer experience.

Becoming familiar with your product solutions and services also allows you to understand how they work and the different features they offer. This knowledge can then be passed on to customers who reach out for support.

Live Agent’s product tab
Live Agent’s product tab

How to handle becoming familiar with your products?

You can easily enhance your product knowledge by reading through product documentation and getting to know the ins and outs of what each service has to offer.

It is also important to test out your products and services so you are familiar with how they work. Additionally, attend webinars and product training sessions to learn more about what your company offers.

Which tools to use for becoming familiar with your products?

  • product manuals
  • training materials
  • webinars
  • support forums

When it comes to customer service, putting the customer first should always be your top priority. This means resolving their issues and answering their questions in a timely and efficient manner.

Why is putting the customer first important?

Putting the customer first is essential for creating a positive customer experience. By resolving their issues quickly and answering their questions, you will be able to deliver a high-quality customer experience.

This can also help your business’s reputation and improve the overall perception of your brand. Furthermore, it will help you create loyal customers and make them feel valued.

LiveAgent's inbox all tickets preview
Quick and easy customer communication with Live Agent

How to handle putting the customer first?

You should make sure that you are resolving all inquiries in a timely manner, without any delays or long wait times.

If an issue is time-sensitive, you should never try to pass it on to another department. In some cases, this can be a more efficient solution for both the customer and your business.

To put your customer service to work, use a goal management method like OKRs (objectives and key results). This is an effective strategy that can help you achieve daily goals while also staying on top of long-term objectives.

Which tools to use for putting the customer first?

  • chatbot software
  • LiveAgent chat platform
  • customer service contact widgets

When it comes to customer service, responding quickly is essential. This means resolving inquiries and answering questions in a timely manner.

Why is responding quickly important?

Customers may become frustrated if you do not respond to them right away, and they may take their business elsewhere. In some cases, they might also leave negative reviews online which can damage your reputation.

And, if the issue is time-sensitive, not responding quickly can make the problem worse.

How to handle responding quickly?

You should always have a plan in place for how you will respond to customer inquiries. This includes setting up a process for how you will address different types of questions and resolve issues as soon as possible.

LiveAgent live chat window
Live Agent live chat window

Additionally, make sure that you have the necessary resources in place so you can respond quickly to customers. Also set a response time to aim for, as this will help the agents stay on track to deliver the level of customer service that you want.

Which tools to use for responding quickly?

  • live chat software
  • email support software
  • phone support/call center software
  • helpdesk software
  • social media monitoring
  • customer communication management tool (CCM)

When it comes to customer service, one of the most important skills (in addition to listening) is being able to match customer needs with product solutions. This means understanding what each customer wants and needs, then providing them with the best possible solution.

Analytics overview feature in Customer service software - LiveAgent
Learning customer needs from Live Agent’s analytics

Why is matching customer needs with product solutions important?

Being unable to match customer needs with product solutions could make it difficult for you to provide the best possible customer service. This can lead to lost sales and unhappy customers which can have a negative impact on your business’s reputation.

How to handle matching customer needs with product solutions?

One of the biggest benefits is that by proper training employees on how to ask questions during conversations with customers, you can gather important information. This will help them match customer needs with product solutions more efficiently and be able to deliver a positive experience every time.

Which tools to use for matching customer needs with product solutions?

  • buyer persona matrices
  • customer journey mapping
  • feature/functionality matrices
  • problem-solution fit matrices
  • product roadmap software
  • market analysis software

When it comes to customer service, keeping the customer informed at every stage of the resolution process is essential. This means letting them know what you are doing, how long it will take to resolve the issue, and when they can expect a response.

Why is keeping the customer informed important?

If you do not keep the customer informed at every stage of the resolution process, they may feel that their issue is not being taken seriously or that you are ignoring them.

This can lead to frustration and poor reviews about your business which will hurt future sales. In a world where customer experience has huge power, this is the last thing you want.

How to handle keeping the customer informed?

Make sure that you have a plan in place for how you will keep the customer informed at every stage of the resolution process.

This includes setting up a process for how you will update customers on your progress, what steps you are taking to resolve their issues, estimates for when they can expect resolution, and what to do if their issues cannot be resolved immediately.

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Communication with customer is crucial

You should make sure your employees understand the importance of keeping your customers in the loop too.

What tools to use for keeping the customer informed?

  • email address database
  • email forwarding solutions
  • CRM
  • tracking apps

One of the best ways to provide quick and easy customer service is by having ready-made answers for commonly asked questions. This will help you resolve issues quickly and without needing to contact the customer again.

Live Agent’s FAQ support
Live Agent’s FAQ support

Why is preparing answers important?

Having ready-made answers for commonly asked questions can help you reduce the number of emails and chats with customers. This means that your employees can spend their time doing more important tasks, such as solving new customer problems or looking for ways to improve products and services.

This also enhances the customer experience as the clients can be served quicker and more precisely so they won’t have to wait long for a response.

How to handle preparing answers?

The first step is creating a list of the most frequently asked questions from customers so that you can prioritize them based on how often each one comes up.

You should also create detailed responses including possible solutions or next steps. You can then prepare your ready-made answers to ensure that customers are served quickly and efficiently.

Which tools to use for preparing ready-made answers?

  • FAQ software
  • social media management software
  • email autoresponders
  • email templates
  • chatbots
  • voice recognition software

If you’re looking to provide quick and efficient customer service, it’s important that you determine your average response and resolution times. This will allow for a set timeline in which customers can expect answers or solutions to their inquiries.

Why is determining average response and resolution times important?

Determining the average response and resolution times allows you to set customer expectations and ensure that they are being met. It also allows you to track your performance so you can see where improvements can be made.

It also respects the precious time of your customers who can get responses quickly, and minimizes idle moments in your team.

Live Agent’s response and resolutions SLA time settings

How to handle determining average response and resolution times?

To determine your average response and resolution times, you need to first measure how long it takes for you to answer an inquiry from start to finish.

This former is the length of time it takes for the customer to receive a response, while the latter involves measuring how long passes before you have solved the issue completely.

What tools to use for determining average response and resolution times?

  • CRM
  • time management apps
  • tracking apps
  • help desk software

One of the biggest challenges you can face when providing customer service is managing your customers’ emotions. Having happy and satisfied customers doesn’t mean they are emotionally stable, so it’s important to work on how you handle their frustrations.

Why is managing customer frustration important?

One of the biggest mistakes that you can make is to let your customers’ emotions get in the way of resolving their issues at hand, especially if they concern simple mistakes.

It’s important to ensure that you handle customer frustration and anger with empathy but without letting them take over completely. This will allow for a better resolution as well as an improved relationship with the customer.

Call center scripting
Managing customer frustration

How to handle managing customer frustration?

The first step is acknowledging how your customer is feeling. You should then try to understand why that is if there’s anything you can do to help resolve it.

It’s important not to dismiss their feelings of anger, but instead work with them so they can overcome their frustrations. Furthermore, you should always apologize for any inconvenience caused and ensure that the customer is satisfied with the resolution.

Which tools to use for managing customer frustration?

  • NPS surveys
  • customer satisfaction surveys
  • empathy training
  • listening skills training
  • anger management training
  • customer service manuals
  • complaint handling procedures

After taking the time to understand your customer’s frustration, you should then try and help them resolve their problems as quickly as possible.

Whether it involves solving a billing issue or confirming an order so that they can continue on with their day-to-day activities shouldn’t matter. What matters is resolving the problem at hand for them.

LiveAgent our customers page
Resolving the problems brings happy customers

Why is resolving the problem important?

Solving the issue at hand is what matters, and you should ensure that your customer’s questions are answered to their utmost satisfaction. This will help them get back on track with whatever it is they were working on prior to contacting you, so overall everyone will benefit from a quick resolution.

Also, it shows your customer that you are willing to go the extra mile for them and will hopefully encourage them to continue doing business with you.

How to handle resolving the problem?

There are a few things you need to be aware of. The first is that not every customer’s problem can be solved in the same way and sometimes you might need to get creative.

Secondly, it’s important that you have all the necessary information so you can properly diagnose and solve the issue. Finally, always take the time to ensure your customer is satisfied with the resolution before closing out their case.

Which tools to use for resolving problems?

  • problem-solving skills
  • customer service manuals
  • complaint handling procedures
  • resolving customer complaints training course

Even when your client is dissatisfied or enraged, it’s critical to keep a pleasant and optimistic attitude. You should never blame them for their actions, but instead try redirecting the conversation towards finding a solution that works best for everyone involved.

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Positive and polite customer communication

Why is it important to stay polite and use positive language?

When you are trying to resolve an issue with someone who might be feeling uncomfortable or angry, it’s important to keep the conversation as positive and polite as possible.

This can help to diffuse the situation and make your customer more receptive to hearing what you have to say. It also shows that you are willing to work with them in order for a resolution to be reached.

How to handle staying polite and using positive language?

There are a few things you can try. The first is to always be respectful, even if the customer isn’t being polite themselves.

You should also avoid using negative language and instead focus on finding resolutions. Using negative language won’t get you anywhere. Lastly, make sure to keep your tone positive and upbeat – this will help set the mood for the conversation and show your customer that you care.

Live Agent’s customer communication guide

Which tools to stay polite and use positive language?

  • polite language skills
  • customer service manuals and templates
  • complaint handling procedures
  • positive attitude training course

It’s perfectly normal to get upset or frustrated when you’re having a dispute with one of your customers, but it is important that you keep those emotions in check.

Why is not getting emotional important?

When dealing with customer complaints and other issues, there are many times where the two parties involved might get heated. It can feel like life or death to some people, but it is important that you keep your emotions in check. Getting emotional will only make things worse.

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Handling emotions and customer care with Live Agent

How to handle not getting emotional?

There are a few tips to help you remain calm when dealing with customer complaints at work. For example, take some time for yourself before jumping into the conversation.

This will help you to approach the situation with a clear head and be more receptive to what the customer is saying. You can also try active listening more than talking, as this will give you a chance to understand their perspective.

Always stay professional even if things get heated, and remember that you’re at work so there’s no need to get angry.

Which tools to use for not getting emotional?

  • emotional intelligence training course
  • hands-on approach and skills
  • internal policy and guidelines
  • customer service manuals and templates
  • complaint handling procedures

Regardless of the situation, you should always aim to exceed your customer’s expectations. If they are asking for something small or simple, go above and beyond what is required in order to make them feel truly valued as a customer.

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Exceeding expectations for better relationships

Why is it important to exceed expectations?

Exceeding expectations can help you to create a long-term relationship with a customer. This will make them feel truly valued and might even encourage them to refer their friends and family members to do business with you as well. Also, it can be a great way to set yourself apart from your competition.

How to handle exceeding expectations?

There are many different ideas of how you can go above and beyond for your customers. For example, you could send them a handwritten note thanking them for their business, or give them a small gift as a token of appreciation.

If they have had a bad experience, you could go the extra mile and offer them a discount on their next purchase. Whatever you do, make sure that it is something that they will not expect.

Which tools to use for exceeding expectations?

  • audience mapping
  • social media monitoring reports
  • customer feedback
  • surveys
  • extraordinary customer service skills

If there is one thing that we can all agree on, it’s that the customer always knows best. The next time you’re having a conversation with a customer, make sure to ask for their feedback and suggestions as well.

This will help you better understand what they want from your business and allow them to feel involved in creating change at your company.

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Great feedback is best advertisement

Why is asking for feedback important?

When you ask for feedback, it shows your customers that you care about their opinions and want to make changes based on what they have to say.

It also gives them a voice, which can be really powerful when it comes to making changes at your company. It goes without saying that this can positively affect customer experience and loyalty because you are making changes based on their suggestions.

How to handle asking for feedback?

There are many different methods that you can use for collecting customer feedback and reviews, but one of the best is simply asking them directly.

You could try sending out an email survey or using your social media channels as a place to open up discussion. If you’re face-to-face with a customer, don’t be afraid to ask for their thoughts on your business.

Which tools to use for asking for feedback?

  • customer surveys
  • focus groups
  • online forms
  • social media listening

An audit of your customer service team can indicate where improvements are needed in the team. The use of metrics can help you to evaluate your performance and identify areas for improvement, including training opportunities for customer service reps involved in assisting clients.

Improving services with Live Agent’s analytic tools

Why is it important to review your customer service performance?

It’s important to review your customer service performance on a regular basis in order to identify any areas for improvement. This will help you to stay on top of your game and make sure that your customers are always having the best possible experience with your business.

The most obvious benefit of reviewing how well your business performs when it comes to providing excellent customer service is that it will help you to improve your bottom line.

How to handle reviewing customer service performance?

Among plenty of different ways you can go about reviewing your customer service performance, the most important thing is to make sure that you’re doing it on a regular basis.

You could choose to conduct an annual review and see where your team is excelling, as well as what areas need improvement. Another option is to perform quarterly reviews, which would mean that you’re taking a more active customer service approach towards providing feedback on performance.

Which tools to use for reviewing customer service performance?

  • LiveAgent
  • call recordings
  • customer service surveys
  • NPS surveys
  • customer service analytics dashboard
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Summary of the customer service checklist

  • Make your support team easily accessible
  • Set clear customer service expectations
  • Specify your working hours
  • Take advantage of a 24/7 chatbot
  • Become familiar with your products and services
  • Put the customer first
  • Respond as quickly as possible
  • Learn how to match customer needs with product solutions
  • Keep the customer informed at every stage
  • Prepare answers for commonly asked questions
  • Determine your average response and resolution times
  • Manage customer frustration
  • Resolve the problem
  • Stay polite and use positive language
  • Don’t get emotional
  • Exceed expectations
  • Ask for feedback
  • Review your customer service performance

Customer service checklist FAQs

Why do soft skills matter in customer service?

Soft skills are important because they allow customer service reps to connect with customers on a personal level. This can help build customer trust and loyalty, which can lead to increased sales and better customer retention rates. In addition, soft skills can help customer service reps defuse difficult situations and resolve complaints in a positive way. This can help to improve the overall customer experience and reduce the chances of customers defecting to competitors.

How to use checklists to improve customer support?

There are a few different ways to use checklists to improve customer support. One way is to have a checklist for common issues that customers encounter and make sure that your team is familiar with the necessary steps to resolve those issues. You can also use checklists to track the progress of customer support tickets so that you can ensure that each one is being handled in a timely manner. And finally, you can use checklists as a training tool for new customer support staff so that they become familiar with the processes and procedures needed for resolving customer issues.

What are the 3 most important things in customer service?

We'd define it in these three terms: customer-centricity, empathy, and quality service. Why these? The former is the core of great customer service and can be accomplished by designing processes that make it easy for customers to do business with you (i.e. tell you what they want). Empathy is another crucial aspect of great customer service because it's through this emotion that your employees can know how to help every customer solve their problems without alienating them. The latter gives people something they'll remember and talk about, which plays a big role in how likely someone is to do business with you and even refer others.

How do you audit a customer service checklist?

Audit a customer service checklist by confirming that all necessary items are included and that they are accurately described. First, make sure that the checklist includes all the necessary items. Then see whether or not each item is accurately described. For example, if the checklist says 'greet the customer', make sure it specifies how to do so (e.g. 'hello', 'welcome', or 'good morning/evening'). Finally, be sure to audit the checklist regularly to keep it up-to-date. Checklists can quickly become outdated, so it's important to review them often and update them as needed. The customer service checklist template should also be tailored to your brand's specific needs.

What skills do you need to demonstrate in order to provide good customer service?

You should be able to communicate effectively, have a strong work ethic, and possess excellent problem-solving skills. Communication is key in customer service. You need to be able to clearly and effectively relay information to customers and accurately understand what they are asking for. Having a strong work ethic is important as it ensures you are always putting the customer first and doing your best to resolve any issues they may have. Excellent problem-solving skills are crucial as they allow you to quickly identify and fix any problems that may occur.

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