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

BTLE 30503 POST-SUPPORT
DOCUMENTATION
RESYLYN Z. CABRERA, LPT, MEM
LESSON 13
APPROACHES TO DOCUMENTING
• Lesson Objectives
• Identify approaches to documenting.
PRINCIPLES
1. Map The Most Common Service Journeys

2. Segment The Service Issues Related To Your Most Valuable Customers
3. Turn Service Solutions Into Market Research Opportunities
4. Identify (And Nurture) Your Top ‘Documentors’
5. Document The Channels That Should be Prioritized For Service
MAP THE MOST COMMON SERVICE JOURNEYS
1. In B2B firms, we often talk about the “buyer journey,” or the sequence of steps
that take them from awareness of a product or service to considering a
purchase and finally making a transaction.
2. This could be the kind of channel they use, the average response time across that
channel, the team members that may need to be consulted or to whom a customer
must be routed, and finally the overall time to resolution and typical next steps.
3. In most cases there will not be one single customer service journey, but there
probably won’t be an infinite series of variations, either.
4. Take time to talk to agents as a team about what seem to be the routines and
ensure you not only are well resourced to support those journeys, but make sure
there aren’t ways to make them faster, simpler or better journeys.
SEGMENT THE SERVICE ISSUES RELATED TO YOUR
MOST VALUABLE CUSTOMERS
1. Each customer should be entitled to the best service possible, but businesses
sometimes live or die based on how well they support their most loyal customers.
2. That’s one the best reasons to use tools like CRM, because they make it easy to
quantify those who have placed repeat orders to continue to become valuable in
some way.
3. Their expectations may rise in parallel with the volume of business they conduct
over time, so consider creating a customer service strategy or allocating resources
specific to reducing any churn in this isolated group.
TURN SERVICE SOLUTIONS INTO MARKET
RESEARCH OPPORTUNITIES
1. Making customers’ lives easier may require learning more about them,
beyond the products and services they have bought in the past.
2. What data can you gather through these interactions about their needs,
wants and experiences with your current offerings? How might this influence
the way you try to nurture your relationship once their problem has been
resolved?
3. Think of the questions that will help get at this data, ensure agents note it
accordingly and then get it in your CRM
IDENTIFY (AND NURTURE) YOUR TOP
‘DOCUMENTORS’
1. Just like in sales and marketing departments, there are often customer service
stars that rise to a level well above the best of their team members.
2. These are the people who are given the toughest problems to resolve, because
you know they can do it with speed and professionalism.
3. Chances are they are also among the best at capturing key learnings from each
interaction.
4. Singling out these individuals not only for their performance but their prowess in
documentation is a great way to move beyond traditional top-down approaches to
training.
DOCUMENT THE CHANNELS THAT SHOULD BE
PRIORITIZED FOR SERVICE
1. Social media could be a place where some complaints or questions first
emerge, but that’s not necessarily the place where they’ve optimally
resolved.
2. Make sure the team is documenting how they move such cases to a phone
call, an email exchange or some other channel.
3. Look at which channels offer the best return, both in terms of fast resolution
but overall customer satisfaction. This will help you determine which channels
to emphasize to customers in your after-sale marketing activities.
3 TIPS FOR EFFECTIVE CALL DOCUMENTATION
1. Listen actively
2. Be as detailed as possible
3. Use efficiency tools
LESSON 14
MOST USEFUL CALL LOGGING TEMPLATES
• Lesson Objectives
• Understand the use of each call logging template
THE BENEFITS OF CLIENT CALL LOG TEMPLATES
Keep apprised of all Enhance client

Track the activity
clients’ sales-related relationships and quality
surrounding your accounts.
details. of service.
Identify clients who fail to

Note the varying levels of
Anticipate important pay on time, as well as
your clients’ satisfaction
follow-up actions. any necessary billing
with your services.
actions.
Contact potential clients to Engage existing clients

determine sales potential. about additional services.
TIPS FOR IMPROVING CLIENT CALL LOGGING
Pick the client log template that’s right for you. Whether you are an established organization or a startup or
smaller company, select a template that suits your industry and client call-tracking purposes (i.e., sales, customer
service, patient tracking, etc.), and that provides the appropriate level of detail.
Use a template to collect all client-contact details. Standardize your client call-tracking practices with a client log
template to capture all pertinent details of every client interaction, so that everyone in your organization knows
where to look for the information they need at a moment’s notice.
Verify all client-call details are entered accurately. Client, customer, and patient information can change rapidly. To
maintain an accurate client call log, ensure that you enter all client information precisely. This level of detail ensures
that team members can use the log to make informed decisions or take appropriate action.
Ensure that call-log information is accessible. When choosing a template format, pick something that everyone on
your team will be able to access and use. You can save documents to a central repository and collect Google Docs
and Google Sheets client log templates in a Google Drive account for easy sharing.
CLIENT CALL LOG TEMPLATE
• Ensure that your team accurately records all client-specific details with this
simple client call log template. The template includes space to enter the date,
start and end times of the client call, client name, contact number, any action
items, and additional comments. Download this template for individual client
call log tracking, or save it as a standard template for all client calls.
SALES CALL LOG TEMPLATE
• Sales teams should have a comprehensive record of their phone calls with
existing and potential clients, so anyone can view the history of
correspondence and prospective sales. This sales call log template is ideal for
companies that want a document with space for additional details related to
sales goals. This centralized, sales-specific template also includes space to list
client phone number, date, contacts, notes, and more for each client call.
DAILY CLIENT CALL
LOG TEMPLATE
• Use this template as a detailed, all-in-
one tracking system for daily calls with
existing or potential clients. Enter the
date, time, caller name, contact number,
and calling-for information. The template
also includes a checkbox that you can use
to indicate if you need to return a call.
Use the streamlined layout of this daily
client call log template to keep day-to-
day tabs on client interactions.
BUSINESS CALL LOG
TEMPLATE
• Track the impact of calls on your business
with this easily fillable business call log
template. Use the columns to add details
regarding client name, company, phone
number, date, time of call, and whether
follow-up is necessary. Provide team
members with call details via a purpose-
of-call section, and keep everyone in the
loop with this easily referenceable
business-specific call log template.
CUSTOMER SERVICE CALL
LOG TEMPLATE
• Use this comprehensive customer service call log
template — designed specifically for customer
service reps (CSRs) — to track each customer call.
This template has columns to flag important items,
specify details of each contact instance, and set
reminders for customer care follow-up calls. View
each call in a simple, customer-by-customer, color-
coded layout, so that you can glean the details
related to each individual customer call. .

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BTLE 30503 POST-SUPPORT

1. Map The Most Common Service Journeys

Keep apprised of all Enhance client

Identify clients who fail to

Contact potential clients to Engage existing clients

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