Infinit Contact's simple yet useful checklist on evaluating your business's customer service.

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Checklist:
Evaluate Your Customer Service
Customer Communication
 Do you answer customer calls in a courteous and friendly manner?
 Do you always use appropriate greetings?
 Do you interact well with customers?
 Do you have good listening skills?
 Do you quickly respond to customer e-mails, telephone queries and complaints?
Your employees should greet customers in a friendly and professional manner at all times. Telephone hold times should be minimal
and customer service emails responses should be promptly addressed. A customer should never be ignored, rushed or
disrespected.
Product Knowledge
 Do you know by heart your products and services?
 Can you confidently explain the company’s products and services?
 Will you be able to explain the basic components of each product, features and benefits?
 Do you understand how to match specific products and services with particular customer needs?
Your customer service employees should be well-versed on your company’s products. They should have in-depth knowledge of
your company’s individual products or services, a good working knowledge of the company’s goals and objectives, and the ability to
successfully respond to frequently asked questions.
Problem-Solving Ability
 Can you help customers solve their problems?
 Will you go extra mile to help a customer?
Customers need your service representatives to help them resolve problems. Your employee should be able to help customers with
their troubles. They should be able to apply best practices effectively and offer different problem-solving options to customers to
ensure they are pleased with the outcome of their interaction with your business.
Confronting Conflict
 Are you cool and calm during conflict situation?
 Can you act to diffuse or alleviate the situation?
 Do you resolve customer service issues in a fair and equitable manner?
 Do you stay polite at all times?
Almost all employees face the wrath of an unhappy customer. How your employees deal with a conflicting situation can mean the
difference between repeat business, future referrals or a bad business reputation. Your employees should know how to properly
deal with unruly or unhappy customers. Be sure employees are acting within the chain of command in conflict situations and
understand who can authorize actions or changes.