What impressions should be included when making notes about a customer?

Including "see, hear, and smell impressions" in notes about a customer is significant because these sensory observations can provide valuable context regarding the customer’s experience and the condition of the product. For instance, visual cues could indicate physical damage or wear, sounds might reveal functionality issues, and unusual odors could suggest specific hardware problems. Capturing these impressions allows a technician to better understand the situation and aids in diagnosing the issue effectively.

In contrast, detailed information about the product, while certainly important, does not address the customer's immediate experience in the same sensory way. Speculative thoughts about the issue are less reliable and can lead to misunderstandings, as they are based on assumptions rather than direct observations. Documenting the customer's previous service history is beneficial for understanding patterns of behavior or recurring issues but lacks the immediacy and richness of sensory impressions that can guide troubleshooting in the moment.