Contact Manager - Notes

Objectives

Provide well structured, easily understood notes for subsequent readers, and avoid unnecessary liability.

Structure

Well structured notes allow better understanding for subsequent readers, and help avoid liability. Generally, notes should consist of the following points:

• “Consumer stated”: Consumer comments or complaints should begin with this note.
• “Consumer inquired”: Consumer inquiries should begin with this note.
• “Inquired consumer”: Begin any questions you ask the consumer with this note.
• “Consumer indicated”: Begin the consumer’s response to your inquiries with this note.
• “Informed consumer”: Begin your answer or resolution with this note.

Generally, notes should be structured as:

Consumer stated [consumer complaint]. [Any additional points/information]. Inquired consumer [your inquiry to consumer]. Consumer indicated [consumer’s answer]. [Continue to list inquiries to consumer and the consumer’s answer as appropriate]. Informed consumer [your response to consumer complaint]. Advised of warranty requirements (if applicable).

Example:

- Consumer stated coffeemaker doesn’t brew. States unit was recently purchased. Inquired consumer about how many times unit has been used. Consumer indicated 10+. Inquired consumer if display works. Consumer indicated display functions. Inquired consumer if unit has been cleaned with vinegar. Consumer indicated yes. Inquired consumer how often unit is cleaned with vinegar. Consumer indicated about every 3 weeks as they have hard water. Informed consumer the unit will need to be replaced; is in warranty. Advised of requirements.

- Consumer inquired [consumer inquiry]. Inquired consumer [your inquiry to consumer]. Consumer stated [consumer’s answer]. Informed consumer [your response to consumer complaint].

Example:

Consumer inquired how to program coffeemaker.Informed consumer I am happy to provide. Inquired consumer if they would like instructions emailed to them. Consumer indicated yes. Informed consumer I had emailed instructions and guided through programming process.

Additional Notes

Sometimes it is necessary to include additional notes about your conversation with the consumer. Strive to make these notes professional and concise. Some examples of acceptable additional notes are:

• Language barrier.
• Very upset.
• Irate.
• Consumer indicated refusal to troubleshoot.
• Consumer indicated upset with S&H fee.
• Waived S&H per consumer request.
• Consumer indicated upset with mailing cut power cord.
• Requested photo of cut power cord.
• Waived requirements.
• Consumer requested supervisor.
• Escalated to supervisor.
• Consumer complimented ______.
• Consumer unable to read date code.
• Consumer declined to provide email address.

Concise & Professional Notes

Your notes are read by many people, including Quality Technicians, Analysts, and Engineers, Marketing Coordinators and Managers, and New Product Development Engineers. Therefore, notes must always be concise and professional:

• Consumer asked if - Consumer inquired
• Consumer wanted to know if - Consumer inquired
• Consumer is concerned about - Consumer stated
• Consumer said that they - Consumer stated
• Consumer is upset because - Consumer stated
• I asked if they - Inquired consumer
• I said - Informed consumer
• I told them - Informed consumer
• Consumer doesn’t understand English very well. - Language barrier.
• Consumer is hard to understand. - Language barrier.
• Consumer is crying - Very upset.
• Consumer is yelling - Irate.
• Consumer is screaming - Irate.

Additional Comments on Concise Notes

Deescalating consumers is a difficult part of the Consumer Service position. However, notes about deescalating the situation such as “I got the consumer to settle down”, or “I asked the consumer to please stop screaming so I could help her” are unnecessary and might be viewed by some as unprofessional. It is best to simply note “Very upset” or “Irate” if appropriate in order to inform your co-workers, and leave it at that.

Notes must be concise, understandable, factual, data-based descriptions. Notes should not be a narrative. Starting notes with statements such as “Consumer has a George Foreman Indoor/Outdoor grill”, is unnecessary, as that information is already entered into the Contact Manager in the Model field. Moreover, notes such as “Consumer bought a new grill, and when she

Fact-Based Terminology

Accurate terminology without emotional undertones is important. The consumer may use vocabulary that reflects their emotions, even when more descriptive, fact-based terminology is applicable. Ask questions to understand the situation and notate the data, not the emotion:

• Exploded - Ruptured (Cal-rod)
• Exploded - Shattered (Glass)
• Exploded - Deformed (Chassis/Housing)
• Fire - Food ignition
• Fire - Heat damage
• Electrocuted - Electrical shock
• Unsafe - Note only the facts
• Could have (cut, shocked, etc.) - Note only the facts

Accurate Terminology

Take care not to refer to our products using terminology trademarked by, or generally associated with other companies:

The following is a list of terminology we should avoid when communicating with the consumer.

Term To Avoid	Term to Use	Reason Why
Bullet	FusionBlade Personal Blender	Bullet typically refers to the “Magic Bullet” brand of personal blenders
CrockPot	Slow Cooker	CrockPot is a brand name for a line of slow cookers
DuraCeramic	Advanced Ceramic	DuraCeramic is a trademark belonging to Oster
FryDaddy	Deep Fryer	“FryDaddy” is a brand name for a line of deep fryers
Keurig	Single Serve Coffeemaker	Keurig is a brand name of single serve coffeemakers that brew using K-Cups
Nesco	Multi-Cooker	Nesco is a brand of various kitchen appliances, but is most known for their roasters
Salad Shooter	Food Processor or Prep Machine	Salad Shooter is a brand name of specialized food processors similar to our prep machine
Teflon	Non-Stick Coating or George-Tough Coating	We do not use Teflon non-stick coating; we use a proprietary non-stick coating or George-Tough Coating for GF brand
Yonanas	Prep Machine	Yonanas is a brand of a frozen treat maker similar to our prep machine