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"...This is an excellent program. I'm so glad that I stumbled on to this when researching for task management programs. Very low learning curv, quite flexible, and the price is right. Tried at least 20 other programs, either too complicated, too expensive, or poor documentation..."
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Honolulu, HI

Good Customer Service Checklist

 

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Good Customer Service Checklist This Good Customer Service Checklist presents guidelines and suggestions regarding the best practices of managing customer service in companies. It will be helpful for personnel from Sales, PR, Support, Purchase and other departments. The checklist can be uploaded to VIP Organizer software and used as a simple to-do list.


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  1. Necessary Skills.
    • Politeness – a talent to be courteous, polite and positive when communicating with clients and prospects.
    • Communication – a suite of skills and abilities to establish and hold effective communications with prospects and existing customers.
    • Conflict resolution – an ability to avoid possible conflict situations and handle existing conflicts efficiently.
    • Listening – an ability to listen to a customer and hear what he or she really says and wants.
    • Asking right questions – an ability to ask a question that stimulates a customer to do a desired action and find a solution for an exiting problem.
    • Problem solving – an ability to understand a customer problem and find one or several solutions.
    • Decision making – an ability to mentally generate possible scenarios and choose optimal one.
    • Time management – a set of skills to plan and consume working hours in an efficient manner.
    • Computer user – special knowledge and skills to use computers and computer software.
  2. Communications.
    • Try to keep your focus on service excellence.
    • Make eye contact with customers.
    • Shake hands when meeting a customer.
    • Use age-appropriate greetings when entering communications.
    • Never rank your customers. Service all customers at the same way regardless of their age and appearance.
    • Demonstrate competence and knowledge when handling customer issues.
    • Interact well with all customers.
    • Have good listening skills and be patient.
    • Read body language to see if your customer needs some help.
    • Ask right questions that guide customers through their problems.
    • Express your readiness and interest in assisting customers.
    • Never discuss a customer’s issue in front of other customers.
    • Record customer comments, suggestions and other feedback to improve customer service.
    • Try to respond to e-mails, telephone queries and complaints with minimized wait-time possible.
    • Treat communications with your customers as pleasant and efficient as possible.
  3.  Conflict Situations.
    • Avoid getting involved in conflict situations.
    • Stay polite, courteous and positive at all times.
    • Never let your feelings expose. Keep your emotions in check.
    • Keep yourself cool and calm during a conflict situation.
    • Hold customer communications within the chain of command.
    • Always plan your actions in the context of diffusing or alleviating the conflict.
    • Try to explain the reasons of the problem but never blame the customer (even if the customer made a mistake and caused the problem).
    • Understand who has enough rights and authorities to resolve the conflict.
    • Get authorization of that person to resolve the conflict.
    • Resolve the conflict in a fair and equitable manner.
  4.  Process Flow.
    • Record the customer’s contact information, including full name, company name, phone number and email address.
    • Record details of the customer request, including date of filing and main issues.
    • Assign code number to the request.
    • Classify the request by urgency and type.
    • Determine the recipient of the request. For example, the request may be addressed to Sales Dept., Support Team, Administration, Web Design Team, Transportation Division, etc.
    • Define supportability of the request. It means you need to determine if the request can be really supported by the recipient.
    • Try to resolve the request by using available support instructions and standard procedures.
    • Involve the whole team to brainstorm the request and seek for a better solution if standard procedures and instructions are failed.
    • Confirm the resolution ...


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