Guides › Customer Support
Turn rough call notes into a tidy case record
Quick notes from each customer call become a clear, consistent case record with the issue, what you did and what happens next.
When to use it
Straight after each customer call
Step by step
Jot notes during the call
Type quick notes as you talk, in any order. Don't worry about grammar. Leave out card numbers, passwords and full addresses.
Save a tidy-up prompt
Keep this prompt in your notes app so you can paste it in seconds.
Prompt to copyI'm a customer service rep. Turn these rough call notes into a case record: [paste notes]. Use these fields: Reason for contact, Product or service, What the customer told us, What I checked, What I did, What the customer agreed to, Next step and owner, Follow-up date, Customer mood (calm, frustrated, upset). Keep each field to one or two lines. Write 'Not recorded' if something isn't in my notes. Don't add details that aren't there.Paste the record where it belongs
Copy the result into your case system, or add it as a row in a shared Google Sheet if your team tracks cases that way.
Check the next step is clear
Before you move on, make sure the next step has a person and a date. If it doesn't, add one.
What you get
Reason: Delivery marked complete but not received. What I checked: courier tracking shows left at side door. What I did: raised a trace with the courier. Next step: courier reply (me), follow-up 15 Nov. Mood: frustrated.
Tips
- Use an AI tool your company approves for customer information, and use an order number rather than the customer's name where you can.