Infographic · Daily routine
Daily customer service checklist in 10 minutes
From lesson 4: Build an appointments and follow-up system of the free course.
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Claudia Academy cover with the title “Daily customer service checklist in 10 minutes.” The subtitle says: a set routine at the start or end of the day, so nothing is left waiting; the times are a guide.
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Five numbered steps with a guide time. One, scan the inbox, about 3 minutes: WhatsApp, missed calls, voicemail and email. Two, callback list, about 2 minutes: which promises are due today? Three, appointments today and tomorrow, about 2 minutes: is the calendar correct and are they confirmed? Four, escalations, about 1 minute: who picks up complaints? Five, handoff, about 2 minutes: what is open, for whom and when.
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Four things you need: one list of open questions that everyone uses; one calendar for all appointments; a fixed time, for example when you open and before closing; and one designated person per day who does the routine.
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A fictional example of a handoff note. Open: a customer is waiting for a price for four tires, and Kevin calls before 10:00 AM. Appointments tomorrow: three, all confirmed, and one customer wants a reminder via WhatsApp. Escalation: a complaint about a repair, and the owner calls back today. Please note: closed tomorrow from noon to 1:00 PM, and the away message is on.
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Summary: inbox, callback list, appointments, escalations and handoff, in about ten minutes a day, at a fixed time and by one designated person.
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Pointer to the free Claudia Academy lesson “Build an appointments and follow-up system,” at claudia.bitsplease.org/en/academy/customer-service-system/lesson-4-appointments-follow-up.
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