Write it down

Ronald Smith, call center “newbie” shares insights on customer service and the importance of good documentation.

Welcome to the Phone Smart blog, an insider diary of the property management industry.

Customer service is a detailed oriented industry. I now have had the privilege of being in two customer service oriented jobs. The first job was through a temp agency. I had the honor of helping Hurricane Katrina Victims through State Farm Insurance. My current job here at PhoneSmart is taking rental inquiries for customers and making reservations.

In my first job, detailed notes were very important. It was our job to file claims for customers who were harmed by the hurricane. We also assisted customers who had already filed claims. It was important in this job to let the field adjusters know what the customer and the rep talked about and what kind of damage was done. Detailed notes also gave the adjusters inside information as to what’s going on with the customers and any current change in any situation or information.

Taking detailed notes is equally important here at Phone Smart. More notes let the manger know what the customer is looking for. It helps the manager build a relationship with the customer because they have inside information as to what’s going on and the needs of the customer. Taking detailed notes also backs up the rep as what was talked about in the call. Detailed notes are important to every customer service rep because it allows for better service with the customer and covers the customer rep’s track.