Workflow Templates: Customer Support Checklist

Greet the customer and introduce yourself

Verify the customer's identity

Understand the customer's issue or request

Check customer account status

Document the interaction in the support system

Ask clarifying questions to understand the issue

Replicate the issue, if possible

Check for any recent changes in the system or account

Consult internal documentation or knowledge base

Escalate to a higher tier if the issue is not resolvable at your level

Provide step-by-step instructions to the customer

Apply necessary fixes or adjustments

Verify if the issue is resolved from the customer's end

Document the resolution steps in the support system

Follow up with the customer to ensure satisfaction

Send a follow-up email or message

Assess customer satisfaction with a survey

Review the support case for any missed issues

Update internal knowledge base with new insights

Schedule a future check-in, if necessary

Customer Support Checklist