Case Notes that Speak for Themselves

[Chanlin]

Ever have one of those times where the case notes themselves just make you say WTF and or just realize exactly how stupid the customer is/was.

Here is an example from a complaint of a customer who could not call out.

"Customer has called twice, for some reason is unable to dial out. I do not think he has charged the battery since buying it and or he does not know how to turn his phone on. In both instances that I spoke to him he would not follow troubleshooting instructions and stated that he would take it back to the store for help. Hung up on me both times."

I took this call, saw these notes. He called back to let us know it was working and apparently he had not charged the battery like he initially had thought.

IT makes me wonder first why he called back... and really if he is that stupid.... but I think the case notes at lease answered my second question.

[Shabo]

For some strange reason, I thought it was going to be a story about the case notes not making any sense. I guess I don't make sense to myself sometimes.

I have definitely had calls where the caller just needed a good nudge to see what was blatantly staring in the face, and I've been on calls where I needed a fellow techie to do the same to me. Sometimes, your head just doesn't process the information given.

I've also seen lots of case notes that didn't make sense. It comes from having language barriers, both from ESL students and ESL students trying to learn tech lingo. Heck, even I have a hard time translating what I want to say between tech-ese and English.

[Chanlin]

What I really have a hard time brow beating into our new techs and some of the olds ones is that the case notes in our system has an insanely high character limit and yet some of them will still use short hand out of habit or laziness. Translating shorthand becomes a real pain in the arse especially when no one person uses the same short hand to mean the same thing.

For example the notes in my OP could be

"Cst cld 2x, no o/c. Poss Batt no chged or cst no pwr on. Wld no flw inst. Cst will rtrn 2 str 4 hlp.

OR

"EU 2x call, not calling out. Bat not chged or no pwr on. Would not listen, will return 2 store."

OR

"CM has call twice, not dlg out. I think bat not chrgd or phn not on. Did not lstn. Will go back 2 store."

I could go on but I think you get the idea.

My original post was meant to be simply Case notes that after you read them make you wonder exactly what sort of stupidity this person was on to. IE probably could be posted here as is but hasn't.

In Hindsight I probably could have picked a better example.