Customer Service Checklist

1. Assigning staff to customer service responsibilities.

 Consider creating Customer Service Department in your company which will develop custom service policies,
take care of customer service life cycle management, and treat your clients in the best way.
 Employees of the department will take the following customer service responsibilities:
o Communicate and contact with all customers.
o Respond to customer e-mails, telephone queries and complaints.
o Minimize any wait time and provide the most efficient customer service activities.
o Ensure a pleasant, smooth and efficient treating of customers.
o Prepare documents required for making deals with customers.
o Work on behalf of the company to resolve customer service issues in a fair and equitable manner
to ensure continued customer service efficiency and loyalty.
o Cooperate closely with upper management to consider new customer service solutions and adding
special sections to the company’s customer service policies.
o Participate in and attend customer service trainings organized by the company management to
qualify and develop customer service skills.
 If your company is rather big or it is going to enlarge, consider hiring new customer service employees.

2. Earning the best customer service experience.

 Consider several basic rules of customer service techniques:
o Always engage customer’s attention – You should strive for building a rapport and trust with your
customer. You can do this in various ways, but the easiest one is to find out what your customer wants
by engaging him/her in a friendly conversation. You should introduce yourself by name and where
appropriate ask the customer’s name.
o Find out what your customer really wants – Often when a customer comes to a store, he/she may be
confused and unsure on where or how to find something. Your primary customer service role is to
guide and assist the customer in getting what he/she wants. You can talk to the customer politely, ask
relevant questions, and attentively listen to what he/she tells you.
o Plan your next actions in advance – When communicating with your customer, it may happen you feel
you do not know what to do next. For example, after you have assisted one of your customers, you
obviously need to help another customer but you do not remember which one. If you do not help the
next customer, he/she will not buy something in your store. In order to avoid such a negative scenario,
you should plan your actions at the beginning of each workday and create a list of daily customer
service duties in advance.
o Customer service standards – Image and reputation of your company are based on the degree of your
customers’ satisfaction. Customer satisfaction can be strengthened by sustaining customer service
etiquette in your company. To achieve this goal, common customer service standards should be created
and introduced in your company, so all customer service representatives will be aware of how to treat
your customers.
o Thanking your customer – There is one important rule: customers like to feel valued and treated with
courtesy. Just follow this customer service rule and be thankful for what your customers say about
your company.
 Two typical mistakes that make customer service experience worse:
o Not keeping promises – This is the most frequent and terrible mistake that many companies make when
dealing with their customers. You really need to make promises and ensure your customers that some
work or service will be done timely and in full range. But you shouldn’t make promises rashly just to
retain your customer. When promising next time, make sure you have all the required (like goods on
your stock and available delivery service) to keep your promises.
o Not listening to customers – some customer service representatives believe they know just everything
about their customers, so they often do not pay attention to what the customers say and do. This is a big
mistake. To earn customer service excellence, you should explain your customer service
representatives that each word or even move of a customer brings essential information to analyze the
customer’s behavior and make right decisions. Teach your customer service representatives to listen
to new and existing customers.