Carenote Policy
Care notes allow us to record times when the customer has contacted us and helps to understand what their query was about. Having access to these records helps us to assist customers quickly and efficiently.
Customers can request to view their records, including care notes so we must ensure these records are accurate and give a brief summary of the customer’s contact.
You should always leave a care note - including if you are handling a technical issue where you will need to copy and paste the details from Pathfinder into Trio/MyDesk.
You should always ensure you leave a note in the relevant system depending on the query or action completed. For example, for mobile queries leave a note in OneSys, for mobile and broadband queries you should leave a note in Trio and OneSys. If there's more than one subscription on the account make a note of the mobile number the customer is calling about.
If you are raising a complaint for the customer, your notes should be captured in the complaint. There is no need to add a separate care note. (See complaints Hub for more info)
If a call has dropped, make sure you refer to the dropped call policy.
We have some information on how to use care notes templates depending on your campaign / customer contact.
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Open the myNotepad tool. You can also access this from the tools page located at top of the page. For more information on using the tool refer to How2 use myNotepad.
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Select the appropriate template based on the contact type.
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Populate the template with your notes, these should be concise and shouldn't need to be longer than 1 - 2 short sentences.
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Copy and paste your notes from "myNotepad" to Trio\Onesys care notes.
If you work in Customer Relations, then you should add the PEGA MyDeskMail case number in the "Reason for contact" field.
We have some tips below on what you should and shouldn’t include on your care notes:
Things you should do
Write notes that can be clearly understood
Write notes that can be clearly understood
Keep your notes concise and accurate
Ensure that the issue is captured
If the customer is dissatisfied, ensure this is captured.
Any agreed offers, discounts or changes to the customer's package
Document the resolution provided, including details of any additional queries
If you've completed actions in Onesys then notes should only be left in Onesys
For mobile queries where a customer has more than one subscription make a note of the mobile number you're dealing with.
Things you shouldn't do
Include the CLI in the care notes
Include any profanity used by customers
Leave lengthy care notes
Leave care notes if you are raising a complaint, capture all the notes within the complaint itself.
Use a care note template outside of the "MyNotepad" tool
Add your complaint notes on to care notes. You simply need to populate the template & state a complaint has been logged and what actions you've taken.
Put the customer on hold to write care notes, these should be brief and written as you are closing the call with the customer
