Good Customer Service Checklist

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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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