Customer Service Call Checklist

Greet and identify yourself

Name, company and how you can help.

~1 min

Verify the customer

Confirm identity and pull up the account history.

~2 min

Listen and summarise

Repeat the issue back before offering solutions.

~3 min

Set expectations

What you can do, what you cannot, and by when.

~2 min

Resolve or escalate

Escalate with full context, never cold transfer.

~10 min

Confirm the customer is satisfied

Ask directly before closing.

~2 min

Log the interaction and follow up

Notes, tags and a follow-up task if promised.

~5 min