Worksheet: Track your customer service calls to save money

Brrrring! Hello, customer service agent? Did you hear my complaint? And more importantly — howyagonnafixit?

[Now I’m on hold. The sound of muzak is tickling my eardrums — probably Smooth Operator, by Sade.]

You know the drill. Your phone, cable, or internet provider dropped the ball and now you’re stuck on the line trying to get the costly problem fixed. Yes, your call (*cough*) is important to them. But maybe you should keep records of the issue in case you need to revisit the problem.

funny dog

Knowing the names of agents, times of calls, and file/case numbers could save you a lot of grief, a bunch of time, and some money down the road.

I started tracking my customer service grievances back when a big phone company got sneaky and charged me a long distance access fee despite my never using the service. Whenever I called to follow up and recoup my costs, all the service agents went mute, or ‘forgot’ to escalate the issue. No one wanted to refund my moolah. But after getting through to a supervisor with specific call times, agent names, and case numbers I was refunded over a hundred bucks thanks to my handy Track Customer Service Calls Worksheet (PDF).

Track your customer service callsDownload: Track Customer Service Calls Worksheet (PDF)
 

Tracking customer service calls was also important when I tried to break up with my cable company — they didn’t want to let me go! Knowing my cancellation date and time (down to the minute) became essential ’cause I had to give that greedy cable guy 30 days notice before I was allowed to quit the service.

So before calling a phone, cable, financial, or airline customer service line with an issue to air, be sure to download this simple worksheet and record that conversation. Track the date, time, agent name, reason for call, and any comments pertaining to your problem. You could save a little, or a lot, of money.

Your two cents:

  1. Donna September 26th, 2011

    Listen up people – Kerry knows what she’s talking about!

    I take copious amounts of notes whenever I call customer service & it pays off. There is usually some sort of follow-up involved and inevitablely something goes wrong and you have to call customer service back but of course, it’s a different agent.

    Agents are generally required to take notes of all calls so the next agent you talk to can reference the problem. They deal with many customers every day who have gotten their facts confused and are constantly in a head match with the customers.

    You will have more co-operation and sympathy when you’re on the same page as the agent and can re-explain your problem with accurate details.

  2. Kelly September 27th, 2011

    Great tips, Kerry! Time for another Paul and Carol Mott guest appearance!

  3. anna September 29th, 2011

    What a great idea. I always take notes when I call customer service and usually end up jotting down all the important details on an envelope, or whatever is closest at hand. Needless to say, I don’t always have all the information i need to look back on. I never considered on sheet of paper for all my calls – stored in a drawer and always on hand. Believe me, I have needed these types of notes on more than one occasion!

  4. Andy @ harp refinance September 29th, 2011

    Excellent tip! I had a bad experience with an insurance company that had been denying payment on a claim. After weeks of spinning my wheels I began to keep a record of names and refer to the reps I spoke with in previous phone calls and give dates and times. After about a month of this, I was bale to speak to a supervisor and when I revealed that I had names, dates and notes on the conversations my claim was immediately taken care of. You have to consider that it all comes down to money and of you have the evidence to back yourself up, it will cost more in legal fees at some point than to deal with you directly and get a matter taken care of.

  5. Carol October 1st, 2011

    Great advice, Kerry, and ULTRA-IMPORTANT if you should ever have the grievous misfortune of falling prey to a collection agency. Record EVERY call, time, date, person you spoke to, get your “FILE #” right away. If they persist or are nasty to anyone in your household who answers the phone, or make any threats like “I’m going to call every day until this payment is settled” you will have evidence to put in a complaint at Consumer and Commercial Relations. One collection agency has tried for 5 YEARS to get me to pay an account that was fraudulently created by a health club. I can prove with my records that they only contact me once every 6 to 9 months, and that they ignored my account for 2-1/2 YEARS. So of course I’m not paying them a cent, and I have already put in my complaint online to the Ontario government.

  6. Chuck June 28th, 2013

    Great Idea.

    using services Like evernote also work well as you can acces the data from anywhere.
    I have been using excel to track call on and off. I will be more vigilent going forward to track everysingle call.
    Now I just need an app for my Android phone

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