Tuesday, December 8, 2009 by Emily Boyd
This week's tip comes from RTM user ianmcn, who shares a fantastic way to keep track of and document your customer service dealings:
Whenever I have to make calls regarding some utility or service, I put the task into RTM (naturally!). Then while on the phone I create a note on the task detailing who I am speaking to and what they are telling me to do, when I save this it is automatically timestamped. If the problem isn't sorted out there and then, I update the task name (if necessary) and change the due date for whenever I want to follow it up. I then add additional notes for every call I make, repeating this process as many times as necessary, over time building up a detailed log of who I spoke to and when.
This information has been incredibly useful a couple of times for being sure of what I've been told before and by whom. I often have more detailed records than they do! It has even helped me get compensated for a particularly shoddy example of customer service from my insurance company.
As well as this, I keep a note on the task updated with any general info I need for making the calls, for example customer ID, phone number to call, what numbers to press or extensions to dial.
Thanks for sharing this tip, ianmcn!
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Posted in: Tips & Tricks