These checklists and templates will help improve workflow, enhance customer interactions, and track performance. These resources cover daily operations, team management, performance evaluations, and customer communication.
Purpose: Ensure the customer service team starts and ends the day efficiently.
| Task | Timeframe | Completed (?/?) | Notes |
|---------------------------------------------|-----------------------|---------------------|---------------------------------|
| Log in to customer service tools (CRM, ticketing system). | Start of shift | | Ensure all systems are functional. |
| Review pending tickets and prioritize urgent cases. | Start of shift | | Focus on high-priority tasks first. |
| Check emails, voicemails, and chat messages. | Start of shift | | Respond promptly to unresolved inquiries. |
| Monitor daily metrics (response time, ticket backlog). | Morning | | Use dashboards or reports. |
| Update the team on any changes (policies, promotions, outages). | Team huddle | | Share updates at the start of the day. |
| Reassign unresolved tickets from previous shifts. | Morning | | Ensure no ticket is overlooked. |
| Follow up with customers awaiting responses. | Throughout the day | | Send updates even if issues aren’t resolved. |
| Document escalations and notify the appropriate team. | As needed | | Ensure smooth escalation processes. |
| Log out of tools and ensure tickets are updated. | End of shift | | Prepare for the next shift. |
Purpose: Handle complaints effectively and professionally.
| Step | Completed (?/?) | Notes |
|----------------------------------------------|---------------------|----------------------------------|
| Acknowledge the customer’s concern promptly. | | “I understand how frustrating this must be.” |
| Listen actively without interrupting. | | Show empathy and validate their feelings. |
| Confirm understanding by paraphrasing the issue. | | “So you’re saying [specific issue], is that correct?” |
| Apologize sincerely for the inconvenience. | | “I’m truly sorry for the trouble this has caused.” |
| Offer a solution or explain next steps. | | Be clear about timelines and actions. |
| Follow up with the customer after resolution. | | Ensure they’re satisfied with the outcome. |
| Document the issue and resolution in the CRM. | | Include all relevant details for tracking. |
Purpose: Keep customer service team meetings organized and focused.
| Topic | Details | Time Allocated |
|-----------------------------|------------------------------------------|--------------------|
| Welcome and Updates | Share company news, product updates, or team changes. | 5-10 minutes |
| Daily Metrics Review | Highlight key metrics (response time, ticket volume). | 10 minutes |
| Customer Feedback | Discuss common trends and recurring issues. | 10 minutes |
| Training/Coaching | Address skill gaps or share best practices. | 15-20 minutes |
| Q&A and Challenges | Open the floor for team input on pain points. | 10 minutes |
| Action Plan | Summarize next steps and assign responsibilities. | 5 minutes |
Purpose: Evaluate and provide feedback on customer service interactions.
| Category | Criteria | Score (1-5) | Comments/Notes |
|-----------------------------|----------------------------------------------------|-----------------|-----------------------------------|
| Greeting | Polite, professional, and warm tone. | | |
| Active Listening | Asked clarifying questions and avoided interruptions. | | |
| Empathy | Expressed understanding and validation of the issue. | | |
| Resolution | Offered clear and actionable solutions. | | |
| Professionalism | Maintained composure and avoided negative language. | | |
| Closing | Ended interaction positively and confirmed satisfaction. | | |
Purpose: Structure training sessions for new hires or upskilling existing staff.
| Training Topic | Objective | Trainer | Date | Completed (?/?) |
|------------------------------|----------------------------------------------|-----------------------|------------------|---------------------|
| Company policies and values | Ensure staff understand company standards. | HR/Trainer | [Insert Date] | |
| Product knowledge | Teach features, benefits, and troubleshooting. | Team Lead | [Insert Date] | |
| Customer service principles | Cover active listening, empathy, and de-escalation. | Trainer | [Insert Date] | |
| CRM and tools training | Train on ticketing and communication platforms. | IT/Trainer | [Insert Date] | |
| Handling difficult customers | Teach de-escalation techniques and conflict resolution. | Trainer | [Insert Date] | |
Purpose: Standardize the process for escalating customer issues.
| Step | Task | Assigned To | Notes |
|------------------------------|-------------------------------------------------|-----------------------|---------------------------------|
| Step 1: Identify Issue | Determine if the issue requires escalation. | Frontline Agent | Examples: technical faults, policy exceptions. |
| Step 2: Gather Details | Collect relevant information (ticket ID, history). | Frontline Agent | Include screenshots or attachments if applicable. |
| Step 3: Notify Manager | Escalate via email or CRM. Include all details. | Frontline Agent | Use subject: Escalation - [Issue Description]. |
| Step 4: Acknowledge Receipt | Manager confirms receipt of escalation. | Manager | Respond within [X] minutes/hours. |
| Step 5: Resolve Issue | Manager/team resolves the issue or provides guidance. | Assigned Specialist | Ensure timely communication with the customer. |
| Step 6: Follow Up | Agent follows up with the customer to confirm resolution. | Frontline Agent | Document outcome in CRM. |
Purpose: Gather feedback to improve customer service operations.
| Question | Response Options |
|--------------------------------------------------|-----------------------------------------------|
| How would you rate the support you received? | [1-5 Stars] |
| Did the representative resolve your issue? | [Yes / No] |
| How satisfied are you with the response time? | [Very Satisfied / Satisfied / Neutral / Dissatisfied] |
| What could we do to improve your experience? | [Open-ended response] |
| How likely are you to recommend us to others? | [0-10 Scale for NPS] |
Purpose: Track team and individual performance metrics.
| Metric | Team Goal | Team Average | Individual Contributor | Comments/Actions |
|-----------------------------|------------------|---------------------|----------------------------|------------------------------|
| First Response Time | < 5 minutes | [Insert Data] | [Insert Data] | Reduce delays in peak times. |
| Average Resolution Time | < 24 hours | [Insert Data] | [Insert Data] | Streamline ticket workflows. |
| Customer Satisfaction (CSAT)| > 90% | [Insert Data] | [Insert Data] | Focus on empathy training. |
| Tickets Resolved | [Insert Goal] | [Insert Data] | [Insert Data] | Assign backlog cases to reduce load. |
Purpose: Ensure a smooth transition between shifts for customer service teams.
| Task | Completed (?/?) | Notes |
|----------------------------------------------|---------------------|---------------------------------|
| Review open tickets and update statuses. | | Highlight urgent or escalated cases. |
| Notify the next shift of pending follow-ups. | | Include expected timelines. |
| Share updates on system outages or issues. | | Ensure team is aware of ongoing problems. |
| Restock supplies (e.g., headsets, notepads). | | Ensure equipment is ready. |
| Leave a summary note in the handoff log. | | Include key updates for the team. |
Purpose: Provide a daily summary of customer service activities for team tracking and leadership review.
| Date: [Insert Date] | Prepared By: [Name] |
|---------------------------------------------|------------------------------------------|
| Tickets Received: | [Insert Number] |
| Tickets Resolved: | [Insert Number] |
| Pending Tickets: | [Insert Number] |
| Customer Satisfaction Score: | [Insert Data] |
| Escalations: | [Insert Number] |
| Notable Issues: | [Brief Description] |
| Team Highlights: | [E.g., exceptional service provided by [Name]] |