Customer service process flow chart: Ready to use!

Meeting customer expectations effectively is one of today’s biggest business challenges. With products and services becoming increasingly commoditized, it's difficult to stand out and offer a higher perceived value than the competition. In this scenario, having a well-designed and efficient customer service process flow chart can play a key role in setting your business apart.

To help with that, we have created a fully editable customer service process flow chart that you can download right away and use as-is, or easily customize to fit your organization’s unique needs.

Customer service process flow chart

The customer service process flow chart should allow the development of the basic structure for customer relation management. Similarly, you should ensure that you can monitor the contacts of users.

These customer complaints and requests flowchart controls, diagnoses and provide solutions. In some cases, the process of care will have to trigger an escalation to other service levels, so that conflicts are managed, and flows follow without interruption or unnecessary delay.

Check out an overview of the customer flow chart:

Details of the customer service process flow chart

This customer service process flow chart is drawn into a pool, but because of its complexity, it was necessary to develop 4 lanes, which discriminate the following:

1. Client: The individual that wants something from the company.
2. Clerk: The customer service team. Its mission involves both solving the demands as well as looking for other team members to help resolving the problem.
3. Customer Care Department: If the clerk can not solve a customer demand, an internal agent of this department should be made responsible for finding the solution.
4. Process owner: This is the employee who bears the responsibility for managing the process in question.

Delving into the customer service process flow chart pool

Let’s look deeper into some of the most important details of the customer service process:

• The customer completes a job request form based on their data and information.
• A notification is sent to the attendant.
• The clerk must analyze and categorize the request that was reported in the customer’s form. If there is insufficient information, they should return to the user asking for more details.
• After that, the attendant will have to take some actions: by using the knowledge base accumulated by the company to resolve the issue, or by sending information to the contact agent to record the additional information that will help the internal agent to solve the problem (if requested the help of an internal agent).

• If the service agent has solved the problem by referring to the database, they must submit a closure notice.
• Next, a satisfaction survey is sent to the client to evaluate the quality of service and possible improvements.
• If the internal agent has asked for help, classify the call again and make adjustments if necessary.
• It determines if the problem is known or if a solution should be looked for.

• To solve the problem, the agent must register the solution in the knowledge base, if it’s necessary for future reference from service agents.
• With the solution, the agent responsible for contacts refers to the defined solution for the customer.

The “Process Owner” lane will only be triggered in the event of an escalation, that is when a higher level is needed to solve the problem.

The owner of the process gathers information from the employees involved, streamlines attendance and manages conflicts so that the agreed level of service is maintained within the standard.

How to Customize the Customer Service Process Flow Chart

Adapting this customer service process flow chart to match your business is quick and simple.

For example, if your company uses an online chat system where customers speak directly with an agent instead of filling out a form, you can easily reflect that in the chart. Just add the agent to the process and define how they interact with the other steps in the flow.

Likewise, if unresolved requests are escalated to an internal analyst who reviews and redirects them to one of three specialized teams, you can incorporate this into the chart as well. Simply include the internal roles and define the rules that guide which team is notified to search for a solution in the knowledge base.

With just a few edits, you’ll have a flow chart that accurately represents your service process.

Now access your free customer service process flow chart at HEFLO.

Finally, by creating your free account on HEFLO, you’ll also gain access to many other example process diagrams such as ITIL Change Management and HR diagrams.