Customer Service Documentation Guidelines

Customer Service Documentation Guidelines

Documentation is required for all customer interactions. Clear and complete documentation tracks customer care and expectations which results in efficient and consistent customer service. 
Note Template:

Name:
Reason:
Details:
Action:
Closing:

The following examples should be used as a guideline.
  1. DO NOT copy and paste, in order to avoid possible falsification of information.
  2. DO NOT use acronyms for systems, jobs, or providers.

Flow

Documentation

Name

Caller’s name and the relationship to the contract holder if not the contract holder.

Reason

Service Initiation, Follow Up, General Coverage/Inquiry, Item

Details
  1. Item needing service
  2. Appointment details (date, time, and if customer needs to contact the Service Professional)
  3. No appointment scheduled
  4. Missed appointment
  5. Need service report or additional information from the Service Professional
  6. Parts or equipment in research
  7. Customer options available
  8. Part or equipment status
  9. Item not installed
  10. Non-covered jobs
  11. Confirming coverage
  12. Etc.

Action
  1. Collected Deductible and Payment Method used
    1. COF, Secure Text Link, Secure Email Link
    2. Link unsuccessful, directed to MyAccount
  2. Provided Scripting
  3. Adv SJ exp
  4. Adv APO exp
  5. Adv Recall exp
  6. Updated caller on status of job
  7. Exceptions created
  8. Public or public with email comment
  9. Escalation with Service Provider
  10. Email another department
  11. Reviewed with Supervisor or Authorizations Specialist
  12. Transferred to another department including Agent name
  13. Outbound call recording disclosure
  14. Outbound call
  15. Etc.

Closing

Caller’s questions or concerns and understanding of the information provided.

Documentation Example:

Name: Jon Smith
Reason: IB to req svc for Microwave
Details: Microwave not heating
Action: Collected the Ded using COF and provided payment scripting. Adv SJ exp
Closing: Cust had no further q



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