Daily Customer Follow-Up Checklist for Education & Training
A checklist for managing daily learner communications, follow-ups, and relationship-building activities to maintain high service standards.
Supports compliance with the ESOS framework, CRICOS requirements, ASQA standards, and state education department reporting.
Complete Checklist
- 1Review all new learner enquiries received since the last checkCritical
- 2Respond to all outstanding learner emails within the agreed service levelCritical
- 3Return any missed phone calls from learners or prospects
- 4Follow up on any quotes or proposals that are awaiting a learner response
- 5Check the status of any learner orders in progress and proactively update students
- 6Review and respond to any online reviews or social media mentions
- 7Address any open learner complaints or service issuesCritical
- 8Confirm upcoming appointments, bookings, or scheduled deliveries with learners
- 9Send thank-you messages to learners who completed a purchase or service
- 10Update the CRM or learner database with any new information or interactions
- 11Identify any learners at risk of churning and plan a retention action
- 12Review learner feedback forms or survey responses received
- 13Escalate any complex learner issues that require management attention
- 14Log all follow-up activities completed for the day
Frequently Asked Questions
How do we prioritise follow-ups when there are many to complete?
Prioritise complaints and urgent issues first, then time-sensitive opportunities such as expiring quotes, followed by routine follow-ups. Use a simple tagging or flagging system in your CRM or email to categorise enquiries by urgency. Delegate where possible to ensure all learners receive timely attention.
What is an acceptable response time for learner enquiries?
Australian learners generally expect a response within 24 hours for email enquiries and within a few hours for phone messages. For social media messages and live chat, same-day responses are expected. Setting clear internal service level targets and measuring against them helps maintain consistency.
Should follow-up activities be tracked in a CRM system?
Yes, tracking follow-ups in a CRM ensures nothing is missed and provides a complete history of learner interactions. Even a simple spreadsheet is better than relying on memory. For growing businesses, a dedicated CRM system pays for itself through improved learner retention and more efficient follow-up processes.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.