Customer Service Call Checklist

A consistent call structure that lifts CSAT and first-contact resolution.

Checklist steps

  1. Greet and identify yourself

    Name, company and how you can help.

  2. Verify the customer

    Confirm identity and pull up the account history.

  3. Listen and summarise

    Repeat the issue back before offering solutions.

  4. Set expectations

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

  5. Resolve or escalate

    Escalate with full context, never cold transfer.

  6. Confirm the customer is satisfied

    Ask directly before closing.

  7. Log the interaction and follow up

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

Frequently asked questions

How long does this take?

Around 25 minutes end to end once the team knows the steps. Times per step are listed above.

Can I edit this checklist?

Yes. Save it to LemPlates and you can add, remove or reorder steps, assign owners and set due dates.

How often should this be run?

Run it every time the process happens and review the steps at least every six months.