'The Notes' - Why are they there?

This blog entry (journal entry, whatever) is the first in a long time, I know. I've been busy, and didn't want to devote the time to this blog/journal.

Having said that, there's something I need to say.

Back when I was working for a major wireless provider and even before that at a major computer manufacturer, we had to keep copious notes. Why? Good question, especially since a number of people these days don't bother to read the damn things.

The notes exist for a reason. They're there to make your job (the Customer Service Rep's) job easier. They're there to explain any oddities or special instructions about the account. In the case of payment information, they exist so that if there is a problem with a certain type of payment (cheque or credit card) you can ask for an alternate form of payment.

I actually had this happen: A Customer's debit card went to one account yet his cheque information (Same account mind you) went to another. It was what you could call a "Special Instruction," which is why I notated it as such. That's also another reason why the notes exist. Yet in more than one occassion at the wireless provider, I had my special instruction (ensuring that the Customer's debit card only was used for payment) removed and replaced with 'no obans.' (At the time I worked there, they kept track of accounts by BAN number. And a rep had to check for another ban 'oban (other BAN)' during each call. And they had to note such in the logs.) Now forgive me for being dense, but 'no obans' does not a special instruction make:

1) Each rep was required to check for another BAN (oban)
2) Each rep was required to note any other BANs in the account notes (Either "oban (account #)" or "no obans")
3) Under reasons 1 and 2 above, that was not a special instruction.

Yet I had to appear before an area manager and explain why I was 'causing trouble' in trying to get people to NOT notate special instructions as 'oban' or 'no oban.' Honestly. Talk about the epitome of idiocy.

In not reading the notes, you've managed to waste at least three people's time:

1) Yours
2) The person you're speaking with
3) The person that wrote the notes
4) The person who added to the notes (if anybody did)

This then would be the epitome of two things: Idiocy and inefficiency.

Yet these are the same people who bitch when in the checkout que at the store because the cashier is 'taking too long.' Or they're talking with the Customers and are 'wasting time' according to management and/or other Customers.

But these are the same 'Customer Service Reps' that can't bother to read the damn notes.

This is not rocket science, folks. It honestly isn't.

I promise that the next person that calls here that doesn't read the notes is gonna be pointed right back to this entry. And then they're gonna get ripped a new one.

The notes are there for a reason. If you can't be bothered to read them, you deserve what you get.