Originally Posted by
Teddy Ruxpin
Just like previous reps who hadn't noted the account, even the previous "supervisors" hadn't noted my 5 hours on the phone last night and what courtesies were to be offered. Basically, every time I called I had to start from the beginning and demonstrate I was worth being helped.
I wouldn't assume that the reps didn't note the account.
You see how bad the systems are from a customer-facing standpoint, they're even worse behind the scenes.
The notes are a bungled mess of things, in no logical order, so access logs, ticketing logs, and comments can be all bungled together. It is very difficult for an agent to find a note, even if you tell them it's been noted.
The only reliably effective way is for the agent to document a note, and to read back the line number of the note. Then you can direct the next agent to that line number.
I used that approach recently in a botched award booking, and it worked great. Nobody could find the notes, but when I mentioned they should start reading at Line 125, they could find it immediately and knew exactly what I was talking about.