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Customer Support Checklist
Initial Customer Interaction
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
Issue Diagnosis
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
Problem Resolution
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
Post-Support Follow-Up
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
