Create a customer service log or journal
And here are some additional thoughts on this topic…
Even though we all face different situations every day, at some point we get repeats. You might even have repeats throughout the day. This is good because it helps you discover what works (and what doesn’t) for certain questions, problems and other situations. You start to build a repertoire of responses that can be reused and refined.
This is valuable to you because it helps you improve how you help your customers. It’s valuable to your team because others can benefit from what you have learned. And, if your co-workers share their best practices too, then you all benefit from the pooled knowledge.
This week, start keeping track of the different customer service situations you face. Record them in a notebook or database or spreadsheet – anywhere you can get back to them and share them. Then make a habit of reviewing them so you can use this knowledge to improve. Don’t forget to share these with your co-workers.