Free Checklist Templates for Customer Service

Customer Service

OR

Customer Complaint Resolution Checklist

Initial Intake

Greet the customer and move to a private area

Capture the customer's name and contact

Record the complaint details

Pull the original transaction in the POS

Investigation

Inspect the product or review the receipt

Pull CCTV for the transaction window

Identify the root cause

Resolution Decision

Determine the resolution amount

Confirm whether manager approval is required

Obtain manager PIN approval at the register

Escalate to the district manager

Process the resolution at the POS

Customer Follow-Up

Confirm the customer accepts the resolution

Open a corporate service ticket

Send the follow-up message

Documentation & Trend Review

Log the complaint in the tracker

Flag patterns for the buyer or trainer

Close out the complaint record

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Customer Greeting and Engagement Checklist

Pre-Shift Floor Prep

Walk the floor against today's planogram

Stage the day's promo product at the entry table

Confirm POS, EAS gates, and fitting rooms are operational

Greeting at Entry

Acknowledge each customer within ten seconds of entry

Identify loyalty members from the CRM prompt

Log the customer's stated visit purpose

Needs Discovery

Ask open-ended questions about fit, use, and occasion

Listen for budget and gifting cues

Pull two or three options to the fitting room or counter

Product Knowledge & Recommendations

Walk through key features and care instructions

Demonstrate sizing or product use on the floor

Offer an attachment item to lift UPT

Floor Presence & Coverage

Stay visible at the section's primary sightline

Refold and reface displays between customer interactions

Watch for shoplifting cues without confrontation

Closing the Sale & Handoff

Route BOPIS or return customers to the service desk

Walk the customer to the register

Capture loyalty enrollment at the register

Log the interaction outcome in the shift report

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Customer Inquiry Checklist

Intake and Caller Verification

Capture caller name and callback details

Authenticate the caller against AMS records

Classify the inquiry type

Review prior interactions in the activity log

Policy and Coverage Verification

Pull the current dec page and endorsements

Check for mid-term endorsements not yet on the dec

Review exclusions and special conditions

Confirm whether coverage applies to the inquiry

FNOL Handling

Capture loss date, location, and description

Report the FNOL to the carrier claims line

Send the carrier-assigned claim number to the insured

Resolution and Documentation

Deliver the response in writing

Issue updated COIs or endorsement requests

Log the activity in the AMS

Schedule a follow-up suspense

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Customer Service Checklist

Greeting and Floor Approach

Greet customers within 10 seconds of entry

Log the door-counter reading at shift start

Open with a product-specific qualifying question

Hand off waiting customers to a free associate

Fitting Room and Sales Floor Assistance

Check stockroom and on-order before saying "we're out"

Offer a sister-store transfer or ship-to-home

Walk fitting rooms every 15 minutes

Initiate a transfer-hold for an out-of-stock SKU

Checkout Execution

Verify EAS tags are deactivated or removed

Prompt for loyalty lookup before tendering

Run age verification on restricted SKUs

Tender, bag, and hand off the receipt

Returns and Complaint Handling

Pull the original transaction in the POS

Classify the return reason

Get manager approval on returns over $50

Tag defective items for RTV processing

Document the service complaint for the manager log

Post-Sale Follow-Up

Send the post-purchase NPS survey

Enroll the customer in the loyalty program

Review weekly NPS and complaint trends

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Customer Service Checklist

Greeting and Approach

Greet the customer within 30 seconds

Read the customer's browse pattern

Log the customer into the loyalty program

Needs Discovery

Ask open-ended discovery questions

Check on-hand and BOPIS availability

Identify the request type

Product Recommendation

Walk the customer to the fixture

Suggest two complementary add-ons

Offer the fitting room or product demo

Issue Resolution

Acknowledge the complaint and apologize

Confirm the resolution path

Get manager approval for the override

Process the return or exchange per posted policy

Document the incident in the shift log

Checkout and Follow-Up

Card the customer on age-restricted items

Deactivate the EAS tag at the register

Confirm the receipt delivery preference

Thank the customer by name and invite them back

Send the post-visit follow-up message

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Customer Service Request Handling Checklist

Inquiry Intake & Verification

Log the service request in the AMS

Verify the caller against the named insured

Confirm the policy is in force

Categorize the service request

Account Review & Triage

Pull the dec page and active endorsements

Review open claims and pending audits

Confirm producer licensing and appointment

Resolution Path

Issue an ACORD 25 certificate of insurance

Prepare the endorsement request

Open an FNOL with the carrier

Generate a billing and installment summary

Document the resolution in AMS activity notes

Customer Follow-Up

Send written confirmation through DocuSign

Disclose producer commission per state rule

Schedule the next service touchpoint

Quality Assurance & E&O Review

Run OFAC screening on new payees or additional insureds

Review the file against agency E&O standards

Capture insured satisfaction rating

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Customer Service Ticket Triage Checklist

Inbox Triage

Sort the helpdesk inbox by oldest unassigned

Tag tickets by issue type

Identify the ticket channel

Flag VIP and repeat-issue customers

Order and Account Lookup

Pull the order from Shopify or Seller Central

Verify shipment tracking and carrier scans

Determine the resolution path

Standard Response

Apply the appropriate macro

Confirm refund or replacement authority

Send the reply and set follow-up

Escalation Handling

Brief the CX lead on the escalation

Document defect patterns for the product team

Issue goodwill credit or replacement

Follow-Up and Review Capture

Confirm the customer is satisfied

Request a review through compliant channels

Tag the ticket closed with outcome

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Live Chat Operations Checklist

Pre-Shift Setup

Confirm Gorgias integrations are connected

Review the macro library for stale promo codes

Brief the team on promos and OOS SKUs

Verify the widget loads on mobile checkout

File a ticket with web dev for the widget bug

During-Shift Chat Handling

Greet incoming chats within 30 seconds

Pull order context from the Shopify sidebar

Tag conversations by issue type

Route returns to the Loop self-service portal

Escalate subscription billing failures to Recharge

Post-Shift Wrap-Up

Close out tickets with next-action notes

Send transcripts on customer request

Trigger the CSAT survey via Gorgias automation

Log shift metrics in the daily report

Flag VIP and repeat-issue tickets for follow-up

Weekly Performance Review

Pull CSAT, FCR, and AHT from Gorgias

Review tagged tickets for trending issues

Audit a sample of transcripts for tone

Update macros for new product launches

Share top issues with product and ops

Monthly Technical Maintenance

Update the chat widget to the latest version

Audit cookie consent for GDPR and CCPA

Notify the privacy lead about CMP fixes

Test widget load across pages and devices

Verify chat data backup and retention policy

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Return Authorization Checklist

RMA Intake

Capture order number and reason code

Verify the return window eligibility

Issue the RMA number and prepaid label

Policy Exception Review

Escalate the out-of-window request to CX lead

Inbound Receipt and Inspection

Match the inbound parcel to the RMA

Inspect SKU, quantity, and condition

Open a customer dispute on item mismatch

Refund and Disposition

Calculate the refund amount and fees

Issue the refund through the original payment method

Route the unit to its disposition

Records and Trend Review

Close the ticket with the full audit trail

Flag the SKU if the returns rate exceeds threshold

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Return Merchandise Authorization Checklist

Intake and RMA Issuance

Capture the customer's return request

Look up the order in the OMS

Verify the purchase falls inside the return window

Confirm the stated return reason

Issue the RMA number and shipping label

Receiving and Inspection

Match the inbound package to the open RMA

Inspect the item for wear, damage, or missing components

Test the product against the reported defect

Determine the resolution path

Manager Review on Exceptions

Escalate the denial to the store manager

Send the denial notice to the customer

Refund and Inventory Disposition

Process the refund or exchange in the POS

Update on-hand and disposition in the inventory system

Notify the customer that the return is closed

Log the return outcome for the weekly shrink review

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Returns and Refunds Checklist

RMA Intake and Eligibility

Pull the order from Shopify or Seller Central

Verify the return window

Confirm SKU eligibility and final-sale exclusions

Capture the return reason code

Label and Customer Communication

Decide who pays return shipping

Generate the prepaid return label

Send the RMA confirmation email

Offer exchange or store credit alternative

Receive and Inspect

Scan the RMA at the receiving dock

Inspect condition against policy

Route restockable units back to sellable inventory

Route damaged units to liquidation or disposal

Refund and Reconciliation

Calculate the refund amount

Issue refund to original payment method

Send refund completion email

Log the return in the analytics dashboard

Defect Escalation

Open a defect ticket with the product team

Check Amazon and Shopify reviews for matching complaints

File supplier claim or quality dispute

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Returns Processing Checklist

Receiving and Inspection

Match the parcel to its RMA

Inspect the unit against return-window policy

Photograph damage or discrepancies

Tag the return reason code

Resolution Decision

Determine the resolution path

Issue the refund in the payment processor

Notify the customer of the rejection

Disposition and Inventory

Grade the unit for disposition

Update on-hand in the OMS

Pick and ship the exchange unit

Reporting and Trend Review

Log the return in the weekly dashboard

Flag SKUs over the returns-rate threshold

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