Remember the details. Take notes.
Notes are a great way to summarise customer observations and provide warnings to your customer service agents.
A customer might be:
- - life support, hardship or otherwise, an important customer;
- - has caused trouble in the past, made abusive remarks, or is particularly difficult to deal with.
Being able to retrieve and read accurate notes on a customer's account quickly is a significant time-saver. There's nothing professional about taking a long time to find your notes or having to call back a customer and confess that you've forgotten certain details of what was previously discussed.
Luckily, you don't have to put yourself in those uncomfortable situations by simply taking notes - you can remember more and create a better customer experience.