Customer Service Workflows

Customer Service Department Business Process Definitions & Templates

  • Workflow Template / Customer Service / Returns & Warranty

    Billing & Returns
    Billing & returns is a process that involves the verification, assembling, shipment and billing processes related to customer orders. This template also includes the inspection, documentation and handling of returned items (a return form must be completed and authorized before a return can be received). When a return is received, ensure that return form, other applicable documentation and the actual item(s) returned are accurate and in good order before updating necessary databases.
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service / Incident Management

    Call Center Customer Issue Resolution
    The Customer Issue Resolution process describes the necessary steps involved in solving a customer complaint or problem, beginning with the customer's interaction with the Interactive Voice Response (IVR) system and ending with either the problem's resolution or with the customer being transferred to another customer service representative or department better suited to resolving the issue. This process includes customer identity verification, question clarification and any during- or after-call work needed to resolve the customer's problem.
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service / Returns & Warranty

    Customer Order Correction
    Customer Order Correction is a process that involves the processing and research required to determine if a missing or incorrect order was the fault of the client and/or the shipping company. The process includes the discovery of a missing or incorrect order, verification of shipment information (how the products were packed, what is written on the shipment documentation, etc.), the assignment of claim numbers (should the carrier be responsible), the delivery of correct products to customer (should the missing or correct contents be found) and the approval or denial of credit issuance. Ensure that final credit memos are generated and sent to the customer by mail or email.
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  • Workflow Template / Customer Service / Account Management

    Customer Outreach & Engagement
    Customer Outreach & Engagement is a process that involves the development and implementation of customer outreach events and programs that are designed to uncover and solve customer needs, directly engaging potential and existing customer bases. This process includes determining the budget, scheduling and authorization for an event or new project, collaboration with a third party (if necessary) to create appropriate customer events, designing an event agenda, sessage and audience, sending invitations and the conducting the event itself (enents should focus on uncovering and solving customer needs). Customer program and event results should be analyzed so as to make future customer experiences better.
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service / Account Management

    General Client Services
    General Client Services is a process that involves the processing, handling and resolution of general customer inquiries (account questions, payment inquiries, product change requests, etc.). This process includes account creation or update, sales processing (coss-sell products/services when possible), billing (contracts need to be sent out and approved, billing information should be submitted to the finance team, etc.) and customer inquiry resolution (if the answer is knonw, the customer should be answered directly; otherwise research should be performed).
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service

    Health Insurance Customer Service
    The Health Insurance Customer Service process involves coordination between health plan customers, customer service representatives and customer service specialists to field, understand and resolve customer issues or requests. This process includes inbound customer call and/or email processing, customer communication (to determine if they are a new or existing member and understand the nature of their request), issue resolution, escalation (if required), and any subsequent customer account adjustments.
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service / Technical & Product Support

    Inbound Call Processing
    Inbound call processing involves the handling of calls received by an institution's Call Center (usually done by call center or customer service representatives) originating from customers (customer care, issue resolution, technical support, etc.). This process includes the reception and routing of incoming calls from customers and includes greeting, information collection (account number, name, reason for calling, etc.), account verification and call routing (to proper resolution employee or escalation team member).
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service / Technical & Product Support

    Technical Support & Resolution
    Technical support & resolution is a process that involves resolving technical (could be related to software or hardware) issues brought in by customers (whether internal or external customers). This process includes customer identity verification, question clarification (includes information gathering concerning the problem at hand), issue escalation (if needed), problem resolution (could involve installing new software or hardware), issue monitoring and any during- or after-call work needed to resolve the customer’s problem.
    File Formats Available: PDF, Visio, PowerPoint | See More
  • Workflow Template / Customer Service / Account Management

    Third Party Account Access
    Third Party Account Access is a process that involves the processing and approval of allowing a third-party (accountant, financial planner) to access and make changes to a client's account. This process includes customer profile identification, information gathering on the reason for customer's call, recitation of the risks associated iwth non-owner account access and discussion with the customer over whether to allow or deny a thrid party to have access to the customer's account (may involve multiple call backs and explainations).
    File Formats Available: PDF, Visio, PowerPoint | See More

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