What should you avoid including in case notes?

Including a customer’s personal feelings in case notes is best avoided because it can detract from the objective and factual nature that case notes should maintain. Case notes are intended to document the specifics of a service encounter, such as the technical issues addressed, actions taken, and resolutions provided, all of which are pivotal for effective follow-up and record-keeping.

When case notes include subjective elements like personal feelings, it may lead to misinterpretations or biases that could impact future interactions with the customer or the handling of their case. Documentation should focus on the technical aspects and factual information that are relevant to the service provided, ensuring clarity and consistency for any technicians who may reference the case in the future.

In contrast, information such as technical specifications, the customer's account history, and accurate descriptions of the issue are crucial components that enrich the case notes. They provide a complete picture of the situation, aiding technicians in understanding the context and history of the case while ensuring efficiency in resolving similar issues in the future.