PTENES
MODULE 5.1

AI customer service checklist

A 3-phase checklist for integrating AI before, during, and after each client session. Copy and adapt it for your profession.

6
Topics
30
Minutes
Practical
Level
Checklist
Type
1

Why have a checklist

Pilots use checklists. Surgeons use checklists. Independent professionals who use checklists reduce errors by up to 40% and deliver a consistent experience to all clients, not just those who "caught you on a good day".

Before preparation + briefing During real-time support Later follow-up + documentation

📊 Checklist impact

  • 40% fewer errors in standardized consultations
  • 2x more follow-ups completed when there's a checklist
  • 90% of clients notice a difference in organization
3 phases

Before/during/after

Consistency

Every customer interaction

-40%

Fewer errors

Adaptable

Any field

2

Before the appointment

A preparation is what makes the difference between average and excellent service. With AI, you can review history, prepare questions, and anticipate needs in 5 minutes.

📋 Prompt: pre-appointment preparation

Prepare a briefing for my next appointment: CLIENT: [name] HISTORY: [summarize previous interactions in 2-3 lines] REASON FOR THE APPOINTMENT: [what the client needs today] MY PROFESSION: [your field] GENERATE: 1. Summary of the history (3 bullets) 2. 3 questions I should ask 3. Possible client objections/questions 4. Materials I should have on hand 5. Recommended tone for this client

Do this first

  • ✓ Review client history
  • ✓ Prepare specific questions
  • ✓ Having materials ready

Avoid

  • ✗ Improvise without reading the history
  • ✗ Ask something that has already been answered
  • ✗ Arrive without a defined agenda
5 min

Preparation

History

Reviewed

Questions

Prepared

Materials

At hand

3

During the appointment

During the appointment, AI works as a silent assistant: takes notes, suggests responses, and looks up information. You focus 100% on the client.

🤝 How to use AI during client sessions

  • • Notes: record the audio (with permission) and ask the AI to transcribe and summarize it afterward
  • • Quick consultation: for chat-based customer service, use AI to research information in real time
  • • Suggestions: between client appointments, ask for suggestions on how to approach them

💡 Tip: active listening first

AI is a support tool, not a substitute for active listening. During in-person appointments, maintain eye contact and give your full attention. Use AI between appointments or after the consultation.

Record

With permission

Consult

Real time

Listen

Full attention

Take notes

AI transcribes

4

After the appointment

O follow-up is where most professionals fall short. AI automates summaries, follow-up emails, and defining next steps.

📝 Prompt: post-appointment follow-up

Based on these appointment notes: [Paste your notes or transcript here] GENERATE: 1. Appointment summary (5 bullets) 2. Follow-up email to the client (150 words max) 3. List of next steps with deadlines 4. Reminders for me (internal tasks) 5. Suggested date for the next contact CLIENT: [name] MY PROFESSION: [field]
1

Summarize the appointment

Paste your notes into the AI and ask for a summary in 5 bullets.

2

Send the follow-up

An email or WhatsApp message generated by AI and reviewed in 2 minutes.

3

Schedule the next follow-up

Add the date suggested by the AI to your calendar.

Summary

5 bullets

Follow-up

Same day

Next

With a deadline

Schedule

Next contact

5

Customize your checklist

The generic checklist is the starting point. Customize for your profession, type of service, and client profile.

🔧 Prompt: customize a checklist

Create a personalized client-service checklist: PROFESSION: [your field] TYPE OF SERVICE: [in person / online / hybrid] AVERAGE DURATION: [30 min / 1h / variable] CLIENT PROFILE: [describe in 1 line] GENERATE A CHECKLIST WITH: - 5 items for BEFORE (preparation) - 3 items for DURING (support) - 5 items for AFTER (follow-up) Each item must be a specific ACTION (verb + object). Format: Markdown checkbox (- [ ] action)

💡 Tip: minimum version

Start with the minimum version from the checklist (3 essential items per phase). Add items as the habit takes hold. A checklist that's too long won't get used.

Your field

Specific

Minimum

Start small

Actions

Verb + object

Improve

Add gradually

6

Measuring results

Without measurement, you don’t know whether AI is helping. Simple metrics show the before and after objectively.

📊 4 metrics to track

  • • Time per appointment: how long it takes from preparation to follow-up
  • • Follow-up rate: % of appointments with follow-up sent
  • • Client feedback: % who return or refer others
  • • Hours saved: free time gained per week with AI

⚠️ Don't measure everything

Choice 2 metrics at most to get started. Measuring everything is like measuring nothing. What's important is having a before-and-after point of comparison.

Time

Before vs. after

Follow-up

Send rate

Feedback

Clients come back

2 metrics

Focus on the essentials

✅ Module Summary

✓
3-phase checklist - before, during, and after
✓
AI-assisted preparation - automatic briefing in 5 minutes
✓
Automated follow-up - summary + email + next steps
✓
Customization - adapt it to your profession and workflow
✓
Simple measurement - 2 metrics to prove the impact

Next Module:

5.2 - Weekly AI use routine

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