CHAPTER 30
Document Quickly and Effectively
While approaches to effective documentation vary widely across organizations and circumstances, the one principle that applies almost universally is: Record it or lose it.
If you work in a customer-facing role, chances are you probably have a lot going on. And in most cases, if you don’t document the information from a customer interaction during or immediately afterward, one of three things will happen:
• Your notes will not get recorded.
• Your notes will be recorded but will be missing crucial details.
• Your notes will have errors in them.
Communication is tough enough to document accurately when you record the notes in real time. For instance, were you able to accurately record what the customer ...
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