This log is designed to document calls from clients reporting issues with their credit cards, track the steps taken to resolve the problem, and manage any necessary follow-up actions. It ensures effective communication and resolution of credit card-related issues.
Prepared by: [YOUR NAME]
Date: [DATE]
[YOUR COMPANY NAME]
Date and Time | Caller Name | Contact Number | Reason for Call | Details of Conversation |
---|---|---|---|---|
01/01/2050, 10:00 AM | John Doe | (555) 123-4567 | Problem with unauthorized charge | Client reported an unauthorized charge of $150 on their credit card. Verified transaction details and initiated a dispute process. |
01/02/2050, 11:15 AM | Jane Smith | (555) 123-4567 | Card not working at ATMs | Client’s credit card was declined at ATMs. Confirmed that the card was activated and advised client to try again. |
01/03/2050, 01:30 PM | Mark Johnson | (555) 123-4567 | Incorrect charge amount | Client reported a charge discrepancy on their statement. Reviewed transaction history and issued a correction. |
01/04/2050, 02:45 PM | Emily White | (555) 123-4567 | Lost or stolen card report | Client reported their card as lost. Card was deactivated and a replacement card was ordered. |
01/05/2050, 03:00 PM | Laura Brown | (555) 123-4567 | Dispute resolution follow-up | Followed up on an earlier dispute regarding a fraudulent charge. Confirmed resolution and refund status. |
Log Details Promptly: Ensure all call details are recorded immediately after the conversation to maintain accurate and up-to-date information.
Verify Issues: Confirm the validity of the reported issue and any discrepancies before initiating resolutions or follow-ups.
Document Actions: Clearly record all steps taken to resolve the issue, including any corrections, replacements, or disputes initiated.
Track Follow-Up: Monitor the status of follow-up actions to ensure that issues are resolved in a timely manner and clients are kept informed.
Review and Update: Regularly review the log for any outstanding issues or pending actions and update the status as necessary to keep the log current.
Templates
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