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. 
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

Caller’s Name

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

Reason for Call

Service Initiation, Follow Up, General Coverage/Inquiry.

Reason 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(s) Taken
  1. Updated caller on status of job
  2. Exceptions created
  3. Public or public with email comment
  4. Escalation with Service Professional
  5. Email another department
  6. Reviewed with Supervisor or Authorizations Specialist
  7. Transferred to another department
  8. Outbound call recording disclosure
  9. Outbound call
  10. Etc.

Call Closing

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

Documentation Example:

Caller's Name: Jon Smith
Reason for Call: Called in to request service.
Reason Details: Microwave is not heating.
Action(s) Taken: Collected the Service Call Fee, provided payment scripting, and advised fee is non-refundable. Advised customer of Service Provider contact information and to call to schedule their appointment.
Closing Call: Customer had no further questions.



    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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