As a part of these notes, always include the date and time and a description, as accurate as you can make it, about what was said during the conversation. It is also critical that you get the names and positions of the people to whom you are talking. Please remember that these people, especially at the lower levels, have a quota of call to take every day. Therefore, they will be in a hurry. They may have a quote, but you are on a mission. Insist that they spell their names. If they use an employee number make sure that you have it right. Make sure that you know what department you are talking to. Make a note of the number that you called when you talked to each person, or if you were transferred, by whom.
Never start a complaint call, whether it is the first or the fifteenth, without something to write on and something to write with. Don’t let the customer service representative, whatever their level, hurry you. Take the time necessary to get complete and accurate notes. Somewhere down the line, a responsible party will be glad that you did. It is often the best way they have of judging the value of the people that you dealt with before you finally got to them.
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