What can poor case notes lead to regarding customer interactions?

Poor case notes can lead to the necessity of contacting the customer for clarification. When case notes are unclear, incomplete, or inaccurate, it creates a gap in understanding the customer's issue. This may force the service representative to reach out to the customer again to get the necessary details, which can extend resolution time and may lead to frustration for both the customer and the service team. Clear and comprehensive case notes are essential to ensure that all pertinent information is recorded, allowing for smoother communication and more effective resolution of the customer's concerns without the need for follow-up questions.