Daily Customer Service Duties

Customer service staff have important tasks to do each day. From quickly replying to support tickets and solving issues for their customer base, to replying to online reviews and passing on the feedback to the products team, it's easy for the working day to spiral into disorder.

Use this Daily Customer Service Duties template to keep check of your important day-to-day tasks — you can use the template as it already is, or change it to your liking, should you want to add, remove, or edit certain actions.

It's time to own your day.

Reread company policies and any self-written personal policies.

It's important to refresh yourself of the policies that have been set by your company and yourself. If not, you could be going about your daily customer service duties the wrong way. This particularly hampers productivity — if you have to retrace your steps and go about an action in the right way after doing it the wrong way, crucial time has been wasted.

So you don't have to open external links or documents when running this checklist in the future, edit this template, add two text fields, then paste your company policies and personal policies in the text fields.

Remind yourself of what needs to be done by looking at your tasks.

The best way to get running with a checklist is to look at all the steps involved. (Re)familiarize yourself with today’s plan before diving headfirst into the day’s duties.

After reviewing, prioritize your tasks by making a list in the form field.

A checklist doesn’t always have to be ticked-off in order. For instance, if you have a 9 am team meeting, it makes sense to have the meeting and then afterward go to step 14 and complete that task before the others.

Some of the tasks in this section are subject to a tool called conditional logic. Conditional logic means that, depending on the answers you choose from the dropdowns, you will then be directed to the next appropriate task. For more information on conditional logic, there's our Help page.

Check customer channels are open and working. 

To be able to do your job successfully, you’re going to need to ensure that the company communication channels are live and working (channels such as Intercom, Gmail, or the telephone line).

If they aren't working, you won’t be able to properly communicate with valued customers. This is extremely harmful to any business.

Add information regarding the channel issue below.

If an issue has been discovered, it's crucial to note down what the issue was, when it was identified, and whether or not you fixed it. The information can be used to prevent future issues from happening.

If you can't fix the channel problem yourself, contact the appropriate staff member. 

Fixing a technical issue is a matter of importance, especially when it comes to your business' customer channels.

By noting down your colleague's name and email address, no matter if they're IT support staff or another customer service teammate, there will be documented information regarding the issue and how it has been managed.

Look for general technical issues.

A faulty desktop. Buggy software. An unstable WiFi connection. No matter how micro or macro the issue is, stamp out any technological and technical issues before going forward.

There’s no point engaging a valued customer if you’ve noticed the WiFi connection in the office is spotty — if a connection dropout occurs, you’re leaving the customer in the dark.

Add information regarding the issue below.

If an issue has been discovered, it's a best practice to note down what the issue was, when it was identified, and whether or not you fixed it. The information can be used to prevent future issues from happening.

If you can't fix the technical problem yourself, contact the appropriate staff member. 

Fixing a technical issue is a matter of importance, and should be resolved immediately.

By noting down your colleague's name and email address, no matter if they're IT support staff or another customer service teammate, there will be documented information regarding the issue and how it has been managed.

Reply to customer messages.

As a customer support team member, one of your main customer service duties is to effectively respond to customer problems, issues, queries, and feedback. A sizeable amount of time should be dedicated purely to replying and engaging with the people who you want to have a seamless experience.

Prioritize your response time (it’s best to tag paying users as high priority, for example) so that high priority users are targeted before others. After replying to high priority users, then make your way to other customers and potential leads.

Attend morning meetings.

For a customer support team, morning meetings are usually scheduled to help reinforce current and future objectives. A morning meeting may also be set up by a line manager to help guide a new employee.

A stop task can be added here to ensure that an answer is given before moving forward. To learn more about stop tasks and how to use them, there's our Help page.

Add information for any morning meetings below.

After attending the meeting, note down the meeting's title, what the topics of the meeting were, and the date/time. 

If only one meeting was attended, use the first text field and date/time field. If you had multiple, make use of the extra fields.

Conditional logic is present in this section. Depending on the answers you choose from the dropdowns, the order of the tasks will change. To read more on conditional logic, there's our Help page.

Write responses to positive and negative reviews.

Gaining positive reviews is crucial for growth. Negative reviews, meanwhile, can have the opposite impact. By replying to both positive and negative reviews, you’re boosting the good while also managing damage-control for the bad, as Liezen Van Loh explains in this post on GatherUp.

For writing a negative review reply, why not try our How to Respond to Negative Reviews checklist? It will help you to draft and publish a negative review response easily and quickly. 

Tips for writing a positive review

• Write an original greeting. Reviewers and readers alike can easily notice copied and pasted replies. Write a slightly different greeting each time and remember to include their name or username.
• Match their tone. Positive reviews come in various shapes, sizes, and tones. If the reviewer has written a formal review, be formal in your reply. If they're using emojis, think about using emojis yourself.
• Be grateful. Their positive review will bring traffic to your website. Add a line expressing gratefulness for the time they took to write the review, and for the review's content.
• Mirror some of their words. Reviewers want to be noticed and heard. Show that you have been reading and listening to them by mirroring certain words. For instance, if they've written a positive review and they mention a customer support team member's name, specifically include the name in your reply.
• Sign off appropriately. Appropriately signing off depends on the original content and tone of the review. A thoughtful sign off goes a long way, but only when it makes sense to do so. 

Positive review reply example

(Source)

Document customer feedback in the text field below. 

Customers and reviewers alike will provide both positive and negative thoughts on your product or business. The feedback, be it positive or negative, should be taken seriously as it can be used to better the product and/or the business at large. 

Instead of passing on information to a colleague verbally, use this text box below to collate the feedback. Then simply copy and paste the feedback into an email that you can send to the appropriate colleague.

Reply to customer messages.

As a customer support team member, one of your main customer service duties is to effectively respond to customer problems, issues, queries, and feedback. A sizeable amount of time should be dedicated purely to replying and engaging with the people who you want to have a seamless experience.

Prioritize your response time (it’s best to tag paying users as high priority, for example) so that high priority users are targeted before others. After replying to high priority users, then make your way to other customers and potential leads.

Attend afternoon meetings.

For a customer support team, afternoon meetings can consist of general team meetings, team syncs, or 1:1 meetings. Additionally, an afternoon meeting may be set up by a line manager to help guide a new employee.

Add information for any afternoon meetings below.

After attending the meeting, note down the meeting's title, what the topics of the meeting were, and the date/time. 

If only one meeting was attended, use the first text field and date/time field. If you had multiple, make use of the extra fields.

Review new information and make sure that it's all correct in the database(s) you're using.

It's critical to have customer data, information, and other important details in a digital storage facility. For some companies, they'll be storing data in Excel spreadsheets. Others will be using CRM programs like Close.IO. No matter what you're using, ensure that any new information is updated and correct.

Reflect on what hasn't been accomplished and what could've been better.

Although you may strive for every day to be a productive one, sometimes there are events, tasks, or disruptions that get in the way. Think about what hasn't been accomplished today and what tasks could've been done better, then write it in the below text field for reference. If you need some inspiration going forward, we've written a handy (and free!) customer success guide.

If everything has been accomplished to a high standard, congratulations! Move on to the next task.

Export your daily report for yourself or your manager.

Exporting the daily report checklist is a great way for you to have a copy of your completed tasks, or for you to show your manager that your day has been a success. 

With Process Street, a checklist can be exported as a CSV document, a PDF, or it can be printed. For information regarding the process of exportation, we've written this Export and Print Checklists guide.

Prepare for the next working day by reviewing the tasks in this template.

There may be times where your daily duties change. Ensure that this template is up-to-date by reviewing the tasks, and then adding or removing tasks as necessary. By doing this before the next day starts, you can then entirely focus on carrying out all-important duties.

See you tomorrow!

• Kayly Lange -  The 10 Core Responsibilities of Customer Service
• Lainie Petersen - Duties and Responsibilities of a Customer Service Representative
• Kristen Baker - Why Customer Service and Support Managers Are So Important
• Gregory Ciotti -  16 Customer Service Skills that Every Employee Needs
• Betterteam - Customer Service Representative Job Description
• Leizen Van Loh - Guide: Responding to Negative and Positive Reviews
• Salesforce Canada - A Day in the Life of a Customer Service Rep
• Atul Gawande - The Checklist Manifesto

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