Business resources
Plan a Customer Communication Workflow
Start with the customer’s request and define what a useful response looks like.
Define the purpose
List the service interactions that need follow-up, such as appointments, support questions, or service updates. Keep messages relevant to that purpose.
Map each handoff
Identify who owns the inquiry, when it should be reviewed, and how another team member can see the current status.
Match the channel to permission
Record customer preferences and the permission needed for the intended channel. Do not assume permission for one purpose covers another.
Review the experience
Use staff feedback and customer responses to identify confusing steps, repeated requests, or missed handoffs.
General process guidance. Project requirements and responsibilities depend on your business and service agreement.
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