Technical Support Checklist

Employee Name:	[employee name]
Created by:	[your name]
Company:	[your company name]

This checklist helps ensure consistent quality in service delivery, and aligns with the company's unique brand identity. Use this checklist regularly to help keep track of competencies and skills, and to identify areas for improvement.

1. Have you completed customer service training?

• Y

• N

2. Do you possess excellent communication skills?

• Y

• N

3. Are you familiar with company products/services?

• Y

• N

4. Have you mastered active listening techniques?

• Y

• N

5. Can you handle difficult customers calmly?

• Y

• N

6. Do you understand the company's customer service policies?

• Y

• N

7. Are you proficient in using customer service software/tools?

• Y

• N

8. Can you empathize with customers' concerns?

• Y

• N

9. Have you received training on conflict resolution?

• Y

• N

10. Are you capable of multitasking during peak hours?

• Y

• N

11. Do you prioritize customer satisfaction above all else?

• Y

• N

12. Can you adapt to different communication channels (phone, email, chat)?

• Y

• N

13. Are you knowledgeable about the company's refund/exchange policies?

• Y

• N

14. Do you seek feedback to improve your customer service skills?

• Y

• N

15. Are you proactive in addressing potential customer issues?

• Y

• N

16. Do you maintain a positive attitude, even under pressure?

• Y

• N

17. Are you punctual and reliable in your customer service duties?

• Y

• N

18. Do you collaborate effectively with team members to solve problems?

• Y

• N

19. Are you committed to ongoing learning and development in customer service?

• Y

• N

20. Have you received recognition or positive feedback from customers or supervisors?

• Y

• N

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