You must record notes for every interaction with a customer - both phone and email. Notes must include information such as:

• What happened on the call
• Why you made any changes
• Whether the customer was irate or upset
• If any BUZZWORDS were used
• What offers you made
• If a refund was given and why
• If necessary, when you will call them back

Click + Note to add your note to the customer record.

Here is a template you should use for your notes:

• Phone/Email
• Issue:
• Resolution:
• Account changes:
• Offers made:
• Refund?:
• Did ask for refund and was upset?:
• Call back time: