Question

In order to keep good records of a received customer complaint call, it is best to:

1) Have a prepared written format for collecting the information.
2) Just have a conversation with the caller, hoping the necessary information will 'come up'.
3) Grab a piece of notepaper so you can write down the information.
4) Try to remember the details so you can record them after the phone call.

Answer 1

The most effective method for recording customer complaint calls is to use a prepared written format and a research log to systematically document and organize the information for accuracy and thoroughness.

Step-by-step explanation:

In order to keep good records of a received customer complaint call, the best practice is to have a prepared written format for collecting the information. This approach ensures that all relevant information is captured systematically and nothing important is omitted. Utilizing a research log or similar record-keeping method allows for organized documentation of each call, ensuring thoroughness and reliability. Writing details immediately during or after the call can aid in remembering critical points, and using a digital device could also streamline the process. When significant or complex information has been conveyed, it is crucial to confirm important assertions by reading back notes to the caller for accuracy and comprehension.