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The Ultimate Customer Service Checklist - Conversational - Blog

The Ultimate Customer Service Checklist

Providing amazing customer service can set you apart from your competitors while helping you build your customer base, increase sales, and spread the word about your business.

But the best customer service doesn’t happen by accident. Great customer service is carefully planned, executed, and measured to make sure the right actions are always being taken to give your customers and clients a great experience.

It can get pretty complex, but it doesn’t need to be. Hit the points on our ultimate customer service checklist below to make sure you’re providing the best customer service experience every time someone at your business interacts with a customer.

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The Ultimate Customer Service Checklist

◘ A human being should always answer your phone

◘ Use positive, encouraging language

◘ When in doubt: Less stuffy, more friendly

◘ Offer ‘self-service’ whenever possible

◘ Your website should be responsive for mobile users

◘ Send your customers a personalized thank you note

Consider outsourcing if you’re not excelling with customer service

◘ Make yourself available on as many channels as possible

◘ Respond quickly (within the hour, if possible) on social media…

◘ Even if it’s a negative comment or complaint

◘ Send customers post-incident surveys to find out how you did

◘ Audit your customer service to find cost per incident

◘ Participate in a SWOT analysis

◘ Treat phone greeters like members of your sales team

◘ Set performance benchmarks and check over time

◘ Be as transparent as possible with your customers

◘ Respect every customer and make it apparent

◘ Don’t pester your customers; delight them

◘ Test your own customer service by calling with a problem

◘ Ask for feedback at every natural opportunity

◘ Convey customers’ importance by giving them your full attention

◘ Give or do more than customers expect

◘ Know when to apologize (and how to do it)

◘ Be proactive when possible

◘ Put yourself in the customers’ shoes

◘ Allow customers to “blow off steam” before offering a solution

◘ Spend at least 50% of your time listening

◘ Ask questions to clarify when you’re uncertain

◘ Talk about the follow-up (We’ll be sending a short survey over…)

◘ Send the follow-up, track, and analyze responses

◘ Make it easy for customers to complain or speak up about bad experiences

◘ Highlight or showcase positive customer comments

◘ Say no to automated voices (“Please press 1 for appointments”)

◘ Help callers/visitors as quickly and thoroughly as possible

◘ Reward your customer service employees when they get it right

Providing the best possible customer service is worth the time, expense, and experimentation required to get it right.

It might take tweaking or completely changing your current customer service tactics and techniques, but you’ll see the benefits right away as your customers become more loyal to your brand, engage in word of mouth marketing, give helpful feedback, and enjoy using your business each time they’re in the market for your services.

What customer service tips and techniques did we leave out of our ultimate customer service checklist? We want to hear from you!

Share your customer service tips in the comments section below, or send an email to with your tips to be featured in our next customer service blog post.


Read next: 9 Great Facts About Customer Service

9 Great Facts About Customer Service


Publish Date: February 16, 2016

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