RETAIL CUSTOMER SERVICE ISSUE RESOLUTION CHECKLIST

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--- ISSUE IDENTIFICATION & LOGGING ---
[ ] Customer Description of Issue
[ ] Issue Category (Returns, Damaged Goods, Payment Issue, Product Question, Shipping Delay, Other)
[ ] Order Number (if applicable)
[ ] Reference/Ticket Number (Internal)
[ ] Date & Time of Issue Reported
[ ] Store Location (if applicable)

--- CUSTOMER INFORMATION VERIFICATION ---
[ ] Customer First Name
[ ] Customer Last Name
[ ] Customer Phone Number
[ ] Customer Email Address
[ ] Account Type (Loyalty, Standard, Business)
[ ] Date of Birth (for verification)
[ ] Verification Method (Email, Phone, Security Question)

--- ISSUE DIAGNOSIS & ROOT CAUSE ANALYSIS ---
[ ] Customer Description of Issue
[ ] Issue Category (e.g., Returns, Payment, Product) (Returns, Payment, Product Defect, Shipping, Other)
[ ] Possible Causes (Select all that apply) (System Error, User Error, Product Defect, Inventory Discrepancy, Shipping Damage)
[ ] Error Code (If Applicable)
[ ] Troubleshooting Steps Taken
[ ] Initial Diagnosis (Confirmed Issue, Potential Issue, Not Reproducible)

--- SOLUTION IMPLEMENTATION & TESTING ---
[ ] Detailed Solution Steps Taken
[ ] Number of Attempts to Implement Solution
[ ] Solution Type (e.g., Refund, Replacement, Technical Fix) (Refund, Replacement, Technical Fix, Discount, Other)
[ ] Related Systems Impacted (select all that apply) (Point of Sale, Inventory Management, Website, Mobile App, CRM, None)
[ ] Date Solution Implemented
[ ] Time Solution Implemented

--- CUSTOMER COMMUNICATION & FEEDBACK ---
[ ] Summarize Communication with Customer
[ ] Communication Method (Phone, Email, Chat, In-Person)
[ ] Estimated Resolution Time (Minutes)
[ ] Customer Sentiment (Positive, Neutral, Negative)
[ ] Notes on Customer Interaction (e.g., specific concerns, requests)
[ ] Was the Resolution Explanation Clear? (Yes, No, Unsure)

--- DOCUMENTATION & KNOWLEDGE BASE UPDATE ---
[ ] Detailed Issue Description
[ ] Resolution Steps Taken
[ ] Associated Products/Services (Product A, Product B, Service X, Service Y)
[ ] Category of Issue (Technical Issue, Billing Issue, Shipping Issue, Returns/Exchange)
[ ] Keywords for Searchability
[ ] Estimated Resolution Time (Minutes)

--- ESCALATION PROCEDURES (IF NECESSARY) ---
[ ] Escalation Tier Required (Tier 1, Tier 2, Tier 3)
[ ] Reason for Escalation
[ ] Estimated Resolution Time (Hours)
[ ] Escalation Path Selected (Technical Support, Management, Specialized Team)
[ ] Details Provided to Escalation Team
[ ] Date of Escalation
[ ] Time of Escalation

--- ISSUE CLOSURE & FOLLOW-UP ---
[ ] Resolution Date
[ ] Resolution Time
[ ] Resolution Status (Resolved, Workaround Applied, Pending Further Action)
[ ] Summary of Resolution
[ ] Time Spent (in minutes)
[ ] Customer Satisfaction Level (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Customer Feedback (if any)
[ ] Agent Signature

--- END OF TEMPLATE ---
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