Customer Service Policies: Notes Policy - ER

Proper documentation through notes helps us maintain an accurate updated customer record to facilitate efficient communication and provide excellent customer service. Notes should be left after every customer interaction. Critical notes, however, should only be used to record information that will affect the handling of the account for as long as they have the account. An example: "Customer only speaks Spanish" 

 
Notes need to be an accurate representation of what happened during the call. They are to be professional and must never include personal feelings about the interaction or the customer. It is not acceptable to directly quote customers in notes unless the customer specifically requests certain information to be included if it is considered appropriate.  

Listed below are the requirements for all types of contacts: 

Notes Outline:

CT Info: 

• Customers name 

• If it is not the account holder, we need to indicate the relationship such as mother, father, employee, wife, etc. 

Reason: 

• Clearly state the customer's issue/concern or why they were contacted 

Resolution: 

• Any actions taken during the call, such as troubleshooting steps, solutions provided, or promises made to the customer. 

• Any timeframes specified for shipping, issue resolution, refund, etc.  

• Any amounts specified such as refunds, credits, quotas for an order, etc. 

• Any changes made to a customer's account such as email, phone number, address, etc. (This should include what it was changed from-to)  

• If the issue is not resolved what instructions or information were provided.  

• Any other information that may be relevant to future contacts.

• Any additional concerns that were covered.

• Any follow-up tasks or commitments made during the call, such as callbacks, escalations, or additional information to be provided should be clearly documented in the notes. 

• Any internal communications or interactions related to the customer's issue, such as transfers to other departments or collaboration with TLs should be documented as well. 

Dispositions: 

We should always use the disposition that mostly relates to the customer's inquiry. If you are unsure of what to use view the KB article "Dispositions in Pando – ER" for more information.  

Note Scenario 

Alexander called in because he had canceled his father’s account 2 months ago, but is still being charged. He wanted to see what was going on and change the email that is currently being used on the account.  

Examples of 4E Notes: 

CT Info: 

- Alexander Erickson 

- Account Holder’s Son 

Reason: CT asking for refund since he cancelled his father's account 2 months ago, but is still being charged. Wanted to change email as well. 

Resolution: Verified previous agent Max failed to cancel on June 3rd despite indicating he had canceled the account on the notes. Informed the customer the reason for the charges, and apologized for the inconvenience. Changed email from alexmart@covesmart.com to alex.cmart@covesmart.com. Canceled account and sent confirmation email to the new email. Submitted refund request for $49.98. Approved by TL Anna. Informed CT that he should get the refund within 7-10 business days depending on his bank. CT understood.

Additional Info: 

Follow up: N/A  

                                                                   OR 

 

Alexander Erickson (account holder’s son) called in about unexpected charge after he had canceled his father’s account 2 months ago. CT requested refund for charge, and email change.  

- Verified previous agent Max failed to cancel on June 3rd 

- Informed customer and apologized for inconvenience 

- Updated email from alexmart@covesmart.com to alex.cmart@covesmart.com

- Cancelled the account  

- Sent cancellation email to new email 

- Process refund for $49.98 to CC ending in 2320 approved by TL Anna 

- Advised timeline of 7-10 business days depending on his bank 

 

Both note formats above are different, but both are detailed, explaining all changes that were made, expectations given as well as everything else that was discussed during the call.  

 

Example of a Bad Note: 

 

"Customer called in cuz they want to cancel. They said "Couldn’t deal with this crap" 

 

There are quite a few problems with the notes above.  

1. The customer's name is absent.  
2. There are misspelled words and slang words such as 'cuz' which should be 'because'.  
3. Wrong issue: The customer called to verify why he was still being charged after having canceled 2 months ago, but the agent only indicated he wanted to cancel.  
4. Derogatory language.  
5. Missing information: The customer also called in to change his email and request a refund.  
6. No resolution: The agent didn't explain what they did to help the customer.  
7. We don't know if the customer requires follow-up or if the agent provided any kind of expectations.