The document outlines the customer service process flow for a company. It includes steps such as obtaining customer requests, attending to customer questions or complaints, analyzing and categorizing issues, finding or delivering solutions, and conducting satisfaction surveys. Flowcharts and diagrams show the process and decision points, including whether an issue is a known problem or requires further diagnosis.

1. Customer Service Process Flow
Your Company Name

2. Customer Service Process Flowchart
www.company.com 2
CustomerServiceCentre
CustomerClerk
CustomerService
Department
Start End
Close
Notification
Obtain the
Request of
the customer
Satisfaction
Survey
Open
Notification
Attend to the
Customer
Information
Questions
Complaint
Registration
Analysing &
Categorizing
Register the
Complaint
Deliver the
Solution
Knowledge
Base
Finding a
Solution
Analysing &
Diagnosing
OtherIssues
Is it a known issue?
No
Yes
Knowledge
Base

3. Customer Service Steps
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Records the user’s
contact information
and the details of
the request
Classifies the
user’s request
Confirms the
resolution and
closes the request
Ensures
good service
Determines the
supportability of
the request
Resolves the
user’s request

4. Customer Service Process For an E-commerce Website
www.company.com 4
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Approved
Yes
Denied
No
Available
in Store?
Review and
Approval
Ticket
Closed

5. Customer Service Procedure
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Identify
Customer
Service
Touchpoints
Outline the
Process
Arrange the
Sequence
Eliminate
Potential
Problems
Review the
Draft Version
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6. Customer Service Process
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If the case hits a certain threshold, it should then be
escalated to the next level and reassigned to the
appropriate Customer Service Representative
If the solution fails, the case is
automatically rerouted back to
the “Identify Solution” stage
Once the case has been
resolved, the data collected
should be used to help improve
the Customer Service Process
Customer Service
Representative will then
need to find the appropriate
solution
Assign the case to
the appropriate Customer
service Representative
Customer Service
Representative will need
to somehow deliver the
solution
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7. Customer Service Process
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Assign the case to the appropriate Customer
service Representative
Customer Service Representative
will need to somehow deliver the
solution
If the case hits a certain threshold, it
should then be escalated to the next
level and reassigned to the
appropriate Customer Service
Representative
If the solution fails, the case is
automatically rerouted back to the
“Identify Solution” stage
Customer Service Representative
will then need to find the appropriate
solution
Once the case has been resolved, the data collected should be
used to help improve the Customer Service Process

8. Customer Service Process Improvement
www.company.com 8
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Start
Customer Calls
Customer Not Served
Customer Served
Customer
Telephone Rings
Customer Waits
In ACD Queue
Customer
Hangs up
Corporate Telephone System
Receive Customer Call
Respond Customer
Request
Customer Service Representative

9. Customer Service Strategy Standard Format
www.company.com 9
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Remove customer
Obstacles
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Improve
Soft Skills
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Collect Operational
Insight
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Gather Competitive
Information
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10. Customer Service Process Flow Icon Slide
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11. www.company.com 11
Additional
Slides

12. www.company.com 12
0
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FY' 11 FY' 12 FY' 13 FY' 14 FY' 15 FY' 16 FY' 17 FY' 18
GrowthRate(%)
MarketSize(RMB100Million)
Product 1
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Product 2
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Product 3
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Combo Chart

13. www.company.com 13
0 100 200 300 400 500 600 700 800
2012
2013
2014
2015
2016
2017
Stacked Bar
Product 1
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Product 2
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Product 3
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14. www.company.com 14
My
Mission
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Vision
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Mission
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Goal

15. Marketing Manager
Tom Parkar
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Editor
Jasmin Parker
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Sales Manager
John Deo
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Anita Smith
Marketing Director
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Meet Our Team
www.company.com 15

16. www.company.com 16
0123456789
Contact Numbers:
# street number, city, state
Address:
emailaddress123@gmail.com
Email Address:
Thank You