Btle 30503 Post-Support Documentation: Resylyn Z. Cabrera, LPT, Mem

BTLE 30503 POST-SUPPORT
DOCUMENTATION
RESYLYN Z. CABRERA, LPT, MEM
LESSON 10
DOCUMENTATION IN CUSTOMER SERVICE
• Lesson Objectives
• Realize the importance of Documentation in Customer Service
CALL FLOW
ON MULTITASKING, DOCUMENTATION, METRICS
DOCUMENTATION IN
CUSTOMER SERVICE
• “Documentation is an important aspect of
accountability that not only

provides a record of the work being done but
also recognizes efforts and reinforces the
system.”
- quotesgram.com
FACTS ABOUT DOCUMENTATION IN CUSTOMER
SERVICE
Maintaining records that
Essential part of customer would contribute to elevating
data and information. the service standards and
improving product quality.
Does not have a negative Essential for any customer-

implication as traditionally centric company.
believed.
Provides continuity and a link

between members of the
team.
DOCUMENTATION IN CUSTOMER SERVICE IS A
ESSENTIAL PART OF CUSTOMER DATA AND
INFORMATION.
ensures that details on customers are all in one place and
accessed easily within the company by those who need it
all kinds of information on their customers – personal preferences,

likes, personal details, birthdays and special occasions, buying history
and other
allow the company to enhance the level of personalization in each

customer experience
shape proactively future customer experiences – enhancing the

experiences they may have had in the past
DOCUMENTATION IN CUSTOMER SERVICE IS ABOUT MAINTAINING
RECORDS THAT WOULD CONTRIBUTE TO ELEVATING THE SERVICE
STANDARDS AND IMPROVING PRODUCT QUALITY.
may have had with a refer back to these use the feedback to
company every whenever the customer serve other customers
instance and every visits again and better
interaction a customer
DOCUMENTATION IN CUSTOMER SERVICE OR IN ANY
OTHER REALM OF BUSINESS DOES NOT HAVE A
NEGATIVE IMPLICATION AS TRADITIONALLY BELIEVED.
not add layers of bureaucracy and red tape

thereby making it tough for customers to get what they want
should be about taking care of the customer by using the

data to understand completely their needs and expectations
and consistently improve the offerings of the company.
DOCUMENTATION IN CUSTOMER SERVICE IS
ESSENTIAL FOR ANY CUSTOMER-CENTRIC COMPANY.
Documentation in customer service allows for

Customers get highly irritated when they
need to repeat information – it would continuity – the customer could
save their time and effort contact any service representative and each
if proper documentation in customer service one would have the same information readily
were maintained, allowing all the information available, thereby ensuring that the customer
to come through at the click of a button. receives an answer swiftly, which in turn
elevates the experience.
DOCUMENTATION IN CUSTOMER SERVICE IS VITAL TO
PROVIDE CONTINUITY AND A LINK BETWEEN
MEMBERS OF THE TEAM.
• It creates a culture of pro-
activity and focus on the
customer and encourages a
spirit of teamwork and helping
one another.
LESSON 11
TIPS FOR CUSTOMER SERVICE DOCUMENTATION
• Remember important tips for the customer service documentation
TIPS FOR CUSTOMER SERVICE DOCUMENTATION
• Standards
• Cases
• Procedures
1. STANDARDS
For example, if you have a customer

The satisfactory outcome for an who has a software issue, a successful
interaction between a customer and process would look like this:
employee should be outlined in detail 1. Customer Calls Help Line
2. Employee Identifies Problem
3. Employee Installs Screen Sharing Program
4. Employee Reinstalls Software
5. Software Problem Fixed
6. Customer Completes Survey
2. CASES
• A case is one unique interaction with a customer, usually assigned a case

number for future employees to work on.
• what the customer’s issue is,
• what steps have already been taken, and
• what further actions are needed.
3. PROCEDURES
The most important aspect of great documentation In addition, another important factor is the length. Finally, documentation should be consistent
is clarity. A page-long paper on a customer is Documentation should be as efficient as possible throughout the team. If one employee uses
worth nothing if it doesn’t explain the complaint different jargon than another employee, the
well. documentation might as well be written in another
language. In fact, avoiding jargon and setting up
a common shorthand throughout the department is
the best setup for a customer service manager.
LESSON 12
ACCURATE DOCUMENTATION
• Identify the elements of accurate documentation
THE 3 C’S OF ACCURATE
DOCUMENTATION:
• Clear
• Concise
• Complete
CLEAR
The first step in any problem
solving is identifying the What EXACTLY does the
problem and writing it down customer want?
as a problem statement.
Why is he calling? Is he
complaining about something? Before closing the call, make
Is he asking a question? Does sure the agent has summarized
he want to be guided on a the important issues raised in
step– –by-step how-to in the call.
setting up or using a product?
Only when it is clear what we

can do for our customers can
we come up with the
appropriate response for
them.
. Note-taking while listening and
speaking to someone on the phone may
mean writing in phrases.
That is OK as long as the important

CONCISE keywords are identified.
Train agents to use action words when

appropriate to clearly state what the
customer wants and expects the
company to do.
COMPLETE
This will preempt a Some problems

future call of the are usually
same nature— connected because
saving time, perhaps one
resources, and one causes the other.
dissatisfied
customer.
In this case, it is always

good practice to be one
step ahead and offer
information that may be
optional, but might be
useful to a customer in the
future.
BRIEFLY DEFINE BRIEFLY EXPLAIN
THE THE
FOLLOWING: FOLLOWING:
1. Call flow 1. One of the Call flow elements (7)
2. Multitasking 2. One of the Call metrics (4)
3. Call metrics 3. One of the facts in Call documentation (5)
4. Documentation 4. One of the tips for Customer Service
documentation (3)
5. One of the C’s of Customer Service
documentation (3)

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BTLE 30503 POST-SUPPORT

accountability that not only

Does not have a negative Essential for any customer-

Provides continuity and a link

accessed easily within the company by those who need it

all kinds of information on their customers – personal preferences,

allow the company to enhance the level of personalization in each

shape proactively future customer experiences – enhancing the

not add layers of bureaucracy and red tape

should be about taking care of the customer by using the

Documentation in customer service allows for

For example, if you have a customer

• A case is one unique interaction with a customer, usually assigned a case

Only when it is clear what we

That is OK as long as the important

Train agents to use action words when

This will preempt a Some problems

In this case, it is always

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