Checklists are a great way to ensure quality and consistency in any process, including customer service. Here are a few sample checklists that can be used to improve customer service.
💡You can copy these checklists and paste them into the Checklist for Jira UI on an issue. Then save the list as a template to be used in your Jira Service Management projects.
1. Onboarding New Customers
- Welcome email sent with account details and next steps.
- Schedule kickoff call with customer.
- Provide access to user guides and training materials.
- Assign dedicated account manager.
- Follow up one week after onboarding to address questions.
2. Handling Customer Complaints
- Acknowledge the complaint and express empathy.
- Gather all relevant details from the customer.
- Investigate the issue and identify the root cause.
- Propose a resolution and get customer approval.
- Follow up post-resolution to ensure satisfaction.
3. Preparing for Customer Meetings
- Review customer history and recent interactions.
- Update yourself on pending issues or requests.
- Prepare a personalized agenda for the meeting.
- Gather any reports or data needed for discussion.
- Confirm meeting time and logistics with the customer.
4. Conducting Follow-Ups
- Confirm all agreed-upon actions have been completed.
- Provide updates on pending requests or issues.
- Share any additional resources or information relevant to the customer.
- Ask for feedback on recent interactions.
- Document the follow-up for future reference.
5. Managing Escalations
- Document the escalation details, including timelines and key issues.
- Assign a point of contact for the customer during the escalation.
- Notify internal teams and prioritize the issue.
- Regularly update the customer on progress.
- Confirm resolution and apologize for the inconvenience.
