Last Thursday, we discussed the importance of documenting customer interactions in 5 Reasons Customer Documentation is at the Heart of Great Service. In that post we discussed how important documentation is to a great service culture.
Yet, it is not enough just to value good documentation, team members should also understand the best way to document a customer interaction.
Before we delve into the documentation itself, I feel compelled to share the most important rule in all of customer documentation:
In today’s complex, information-soaked world, you will get nowhere using a system that does not handle the basic information needed to effectively manage your customer experience.
Of course, your system does not have to be perfect. If you work for an organization whose CRM system does everything and records everything in exactly the most efficient and effective way possible let me know; I might need to interview the CIO.
Assuming you have a system in place that enables your team to properly record and share information, the next question becomes what do you document. Read More