You can use these simple checklists and templates to streamline processes, enhance customer interactions, and address common issues unique to online businesses. These tools can help manage order-related queries, returns, escalations, and customer feedback efficiently.
Purpose: Ensure the customer service team starts and ends the day efficiently, focusing on order-related tasks.
| Task | Timeframe | Completed (?/?) | Notes |
|---------------------------------------------|-----------------------|---------------------|---------------------------------|
| Log in to the order management and CRM system. | Start of shift | | Verify system functionality. |
| Review and prioritize open tickets (order issues, returns, etc.). | Start of shift | | Identify high-priority cases (e.g., shipping delays). |
| Check emails, live chat, and social media messages. | Start of shift | | Respond to all unresolved inquiries. |
| Monitor daily metrics (response time, ticket backlog, CSAT). | Morning | | Track KPIs using dashboards. |
| Communicate with the warehouse team about order or shipping issues. | Morning | | Ensure real-time updates. |
| Process pending refunds, returns, and exchanges. | Throughout the day | | Follow company policies. |
| Update customers about delays or out-of-stock items. | As needed | | Proactively send updates. |
| Escalate unresolved issues (e.g., fraud cases, VIP complaints). | As needed | | Log details in the CRM. |
| Review the end-of-day report and update the team log. | End of shift | | Prepare for the next shift. |
Purpose: Handle common order-related issues like delays, incorrect items, or missing packages.
| Issue | Action | Completed (?/?) | Notes |
|---------------------------------------------|------------------------------------------------|---------------------|---------------------------------|
| Shipping Delay | Check the tracking number and update the customer. Offer expedited shipping or a discount if necessary. | | Include estimated delivery dates. |
| Incorrect Item Delivered | Apologize, initiate a replacement, and provide a return label for the incorrect item. | | Confirm replacement timeline. |
| Item Missing from Order | Verify with the warehouse team and send the missing item ASAP. | | Provide tracking for the new shipment. |
| Order Cancellation Request | Check if the order is still processing. If shipped, explain return options. | | Communicate the refund timeline. |
| Out-of-Stock Item | Offer an alternative product, store credit, or refund. | | Update inventory to prevent future overselling. |
Purpose: Address customer complaints effectively, particularly those related to online purchases.
| Step | Completed (?/?) | Notes |
|----------------------------------------------|---------------------|----------------------------------|
| Acknowledge the issue promptly and thank the customer for bringing it to your attention. | | “Thank you for letting us know. We’re here to help.” |
| Apologize sincerely for the inconvenience caused. | | “I’m truly sorry for this experience.” |
| Gather all necessary details (order number, issue description). | | Log details in the CRM. |
| Investigate and confirm the issue. | | Check order history, warehouse records, or shipping data. |
| Offer a resolution (replacement, refund, store credit). | | Provide clear timelines and instructions. |
| Follow up with the customer after resolving the issue. | | Ensure they are satisfied. |
| Document the complaint and resolution for team review. | | Use the CRM for future reference. |
Purpose: Evaluate customer interactions to ensure high-quality service.
| Category | Criteria | Score (1-5) | Comments/Notes |
|-----------------------------|----------------------------------------------------|-----------------|-----------------------------------|
| Greeting | Polite, professional, and welcoming tone. | | |
| Active Listening | Asked clarifying questions and avoided interruptions. | | |
| Empathy | Acknowledged frustration over delays or errors. | | |
| Resolution Provided | Offered clear, actionable solutions (e.g., replacement or refund). | | |
| Timeliness | Responded and resolved the issue promptly. | | |
| Professionalism | Avoided defensive language and remained composed. | | |
Purpose: Ensure refunds and returns are handled promptly and accurately.
| Step | Completed (?/?) | Notes |
|----------------------------------------------|---------------------|---------------------------------|
| Verify the order details in the CRM. | | Confirm the product, price, and date of purchase. |
| Check the return policy (e.g., timeframe, condition of the item). | | Ensure the item is eligible for return. |
| Issue a return shipping label to the customer. | | Email or attach via the order portal. |
| Process the refund once the item is received and inspected. | | Update the customer on the status. |
| Document the return in the system (reason, resolution, timeline). | | Track trends in return reasons. |
Purpose: Manage customer inquiries and complaints on social platforms like Instagram, Twitter, or Facebook.
Purpose: Standardize the process for handling escalated customer issues.
| Step | Task | Assigned To | Notes |
|------------------------------|-------------------------------------------------|-----------------------|---------------------------------|
| Step 1: Identify Issue | Determine if the issue requires escalation (e.g., fraud, repeated complaints). | Frontline Agent | Log in CRM with all details. |
| Step 2: Notify Manager | Send escalation request via email or CRM. | Frontline Agent | Include order ID and history. |
| Step 3: Investigate Issue | Manager or specialist reviews case and contacts necessary departments (warehouse, finance). | Manager/Specialist | Provide estimated resolution time. |
| Step 4: Communicate with Customer | Update the customer about progress and resolution. | Assigned Specialist | Use email or phone for detailed updates. |
| Step 5: Close Case | Confirm resolution and customer satisfaction. | Frontline Agent | Document final outcome. |
Purpose: Monitor the team’s performance on key customer service metrics.
| Metric | Goal | Team Average | Top Performer | Comments/Actions |
|-----------------------------|------------------|---------------------|--------------------|------------------------------|
| First Response Time | < 10 minutes | [Insert Data] | [Name] | Focus on live chat speed. |
| Average Resolution Time | < 24 hours | [Insert Data] | [Name] | Streamline return handling. |
| Customer Satisfaction (CSAT)| > 90% | [Insert Data] | [Name] | Train team on complaint handling. |
| Refund Processing Time | < 7 days | [Insert Data] | [Name] | Automate refund approvals. |
Purpose: Collect feedback after resolving an issue or completing a purchase.
| Subject Line: “We’d love your feedback on your recent experience!”
Email Body:
Dear [Customer Name],
Thank you for shopping with [Store Name]! We’d love to hear your thoughts about your recent experience. Your feedback helps us improve and serve you better.
Please take a moment to complete this short survey: [Insert Survey Link].
As a thank-you, you’ll receive a [discount code/coupon] for your next purchase!
Thank you for your time and for being a valued customer.
Best regards,
[Your Name]
Customer Support Team
[Store Name]
Purpose: Summarize daily operations for leadership and team review.
| Date: [Insert Date] | Prepared By: [Name] |
|---------------------------------------------|------------------------------------------|
| Tickets Received: | [Insert Number] |
| Tickets Resolved: | [Insert Number] |
| Pending Tickets: | [Insert Number] |
| Refunds Processed: | [Insert Number] |
| Escalations: | [Insert Number] |
| Notable Issues: | [Brief Description] |
| Team Highlights: | [E.g., exceptional feedback for [Name]] |
Customer Relationship Management (CRM) is a strategy and set of tools for managing interactions with customers to build loyalty, improve customer satisfaction, and increase profitability. It combines data, processes, and technology to streamline customer engagement.
[
CRR = \left( \frac{{Customers at End of Period} - {New Customers Acquired}} / {{Customers at Start of Period}} \right) * 100
]
- Example:
- Customers at the start: 500
- New customers acquired: 50
- Customers at the end: 520
[
CRR = \left( \frac{520 - 50}{500} \right) * 100 = 94\%
]
[
CLV = {Average Purchase Value} * {Purchase Frequency} * {Customer Lifespan}
]
- Example:
- Average Purchase Value: $100
- Purchase Frequency: 3 times/year
- Customer Lifespan: 5 years
[
CLV = 100 * 3 * 5 = 1,500
]
[
NPS = \% {Promoters} - \% {Detractors}
]
- Example:
- Promoters: 70%
- Detractors: 10%
[
NPS = 70\% - 10\% = 60
]
[
{Conversion Rate} = \left( \frac{{Converted Leads}} / {{Total Leads}} \right) * 100
]
- Example:
- Converted Leads: 40
- Total Leads: 200
[
{Conversion Rate} = \left( \frac{40}{200} \right) * 100 = 20\%
]