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1. Customer Service
Process Flow
Yo u r C o m p a n y N a m e

2. Travelling Customer Service Process Flow
2
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Transport Details
Transport Details
Order Details
Order Details
Incident and
Item Details
Traveler
Customer Assistant
Order Details
Order Details
Incident and Item Details
Transport Details
• Transport timing
• Delays
• Route information
02
Buy Souvenir
03
Buy Ticket
04
Report Lost
Inquire Transport Details
01
Transport
Details
D
Live Status
of Transport
T
Order
D
Lost Item
D
Travel
Information
Travel
Assistance

3. Telephonic Customer Service Process Flow
3
For 2 minutes
message plays
Call transferred
to escalation
department
Agent
answers call
Inbound
call
Call handled
normally
Complete
Yes
no
Call handled
normally
Yes
no
Call goes to
voice mail
Call Transfer to
Next Agent
Agent available
yes/no
Agent does
not pick up
Waiting
message for
caller
Call fails over
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4. Technical Customer Service Process Flow
4
Development
Tester
Technical
support
Sales
Customer
Yes
No
Yes
Yes
Finished
Error report by
customer
Feedback Finished
Sales
issue?
New
issue?
Test the issue
Solving issue and
revert to customer
Confirm with
customer
Confirm with
customer
Resolve solution
Resolved?
Issue
resolution
Error
report
Technical
analysis
Detail procurement
from customer
Solve issue
Respond
the issue?
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5. Quality Assurance Service Audit for Customer Satisfaction Process Flow
5
Initiated Audit Audit Request
Computer – Assis
Audit Procedures
Publish
report
Analyze review
process
Test employees
basis on
parameters
Analyze
shortcomings
Analyze customer
feedback forms
Review of
reconciliations
Prepare
independent list of
requirements
Determine prior
audit findings
NO
Yes
Conduct
audit?
File assessment
results
NO
Yes
Begin preliminary
survey
Receive
audit request
Evaluate request
Access
request?
Other department
reference for
information
Notify
service manager
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6. Product and Service Availability for Customer Process Flow
6
Service or product
available for customer
Possibility for product
or service availability
in future
Identify service or
product manager
Define minimum
offering for customers
Service or
product offering
on priority basis
Incorporation into
existing service
Report and publish
minimum service
Support service
checklist
Deploy service
support
Step 01
Step 02
Step 03
Step 04
Step 05
Full service
definition_
support
readiness
checking
Publish
advanced
service catalog
page _ deploy
service support
Determine
service
level
Customer
with
request
Current
service or
new?
Part of
existing
service?
Minimal service
definition only?
Identify service
manager
Service manager
orientation
Answer
the 5 questions
Priority
service?
Yes
Current Yes
new
No
Yes
No
Yes
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7. Employee Self Improving Process Flow for Quality Customer Service
7
Start Here.
Terminator Shape.
Check / make a
decision
Continue here if yes.
Task
End here. Use
terminator shape.
Task
Task Task Task
Continue here if
no
Seek
assistance
from team
leader
Information
Available
Check frequently
asked questions
Customer
request via
phone or email
Revert
accordingly
frequently asked
questions
Update frequently
asked question
Team leader
provides answer
Answer
customer
Yes
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8. Customer Service Process Flow for Product Repair
8
Product for
repair
Warranty period
verification
Service requisition
form fill up
Product repair
acceptance Inspect
Requires hardware
replacement?
Repaired
product procurement Call customer Software upgrades NO
Yes
Customer Front Office Executive Technician
Place order
NO
Determine
availability of parts
Available?
Replacement
done!
Yes
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9. Customer Service Improvement Interface Process Flow Chart
9
Yes, I have
tries them all
Ok
No
Ok
Yes
No
Yes
Is required
item or related
can be seen ?
More than
expected
timeframe
Seek
assistance or
adjoourn
Further research
for the item
required on web
Star
Did you tried
one at
random?
Did it work?
You are
done
Click it
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10. Customer Sales Service Process Flow
10
Send invoice
to customer
Create
service
quotation
Send
quotation to
customer
Create billing
document
Customer
accepts
quotation after
negotiation
Transforming
quotation into
service order
Assign tasks to
each service
employees
Create
service
confirmation
Customer
Service
Employee
Service
Manager
Service
Technician
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11. Customer Request Fulfillment Service Process Flow
11
Customer
Request
Analyze
Display
Requirement
Request
Additional
Information
Perform
Banking
Transactions
Register
Complaint
Update Account
Information
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12. 12
Thank You
Address
# street number, city, state
Contact Number
0123456789
Email Address
emailaddress123@gmail.com