Customer Service Checklist

CUSTOMER SERVICE CHECKLIST AND SERVICE AGREEMENT

Parties and Recitals

Client Name:   Client Address:

Service Provider Name:   Provider Address:

Effective Date:

WHEREAS, Client engages Service Provider to perform customer service review, quality assurance checks, and remediation actions in accordance with the checklist and Scope of Work set forth below; and

WHEREAS, Service Provider has represented that it has the personnel, expertise and systems necessary to perform such services in a professional manner; and

WHEREAS, the parties desire to record the checklist items, acceptance criteria, payment terms and other contractual provisions in this Agreement.

Scope of Work

Service Provider will perform the customer service tasks and verification steps documented in the checklist below and any additional tasks described here:

Service Details & Checklist

Service Information

Checklist Items (mark each completed and provide notes as needed)

 Agent greeted customer within standard timeframe

 Account verification performed according to policy

 Problem was accurately identified and confirmed with customer

 Resolution options were offered and agreed by customer

 Escalation procedures followed when required

 Follow-up actions scheduled and communicated to customer

 Feedback was requested and recorded

 All interactions and actions documented in client record

Payment Terms

Total Fee:

Late Payment Fee:   Invoices are due as stated in the payment schedule. Late fees accrue from the invoice due date until paid in full. Client will reimburse reasonable collection costs.

Term and Termination

Term Start Date:   Term End Date:

Either party may terminate this Agreement upon written notice to the other party given at least days prior to termination. Termination for material breach shall be effective upon written notice if breach remains uncured after the notice period.

Termination does not relieve Client of the obligation to pay for services performed and unreimbursed costs incurred through the effective termination date.

Confidentiality

"Confidential Information" means non-public information disclosed by one party to the other that a reasonable person would understand to be confidential. Recipient will: (a) use Confidential Information solely to perform obligations under this Agreement; (b) restrict disclosure to employees and contractors who need to know and who are bound by confidentiality obligations; and (c) employ reasonable safeguards to protect Confidential Information. Confidential Information does not include information that is or becomes publicly known through no breach by Recipient, is independently developed by Recipient, or is rightfully received from a third party without restriction.

Confidentiality obligations survive termination of this Agreement for a period of years, unless a longer period is required by law.

Governing Law; Dispute Resolution

This Agreement will be governed by and construed in accordance with the laws of the State of , without regard to conflict of laws principles. The parties will attempt in good faith to resolve disputes by negotiation prior to initiating litigation or arbitration.

Entire Agreement

This Agreement, including the checklist and any exhibits or attachments expressly incorporated herein, constitutes the entire agreement between the parties regarding its subject matter and supersedes all prior understandings and agreements, whether written or oral. Any amendment must be in writing and signed by authorized representatives of both parties.

Acceptance, Certification and Outstanding Items

By checking the box below and signing, the signing party certifies that the checklist above accurately reflects the work performed and the observations recorded at the time of service.

 Checklist completed and certified as accurate by Service Representative

Client Acceptance:  Client acknowledges receipt of service and accepts the work reflected in this checklist, subject to any outstanding items noted above.

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