Customer Case Summary for Internal Teams
Summarise a customer situation so another team can act.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
Write a case summary. Customer and account: [CUSTOMER]. History of contacts: [HISTORY]. The current problem: [PROBLEM]. What we promised: [PROMISES]. Teams that need to act: [TEAMS]. Include: summary in three lines; timeline of contacts with dates; what the customer wants; what we have done; what is outstanding with owner and date; sensitivity notes such as a deadline or a complaint; and a recommended next step. Quote the customer's words where they matter and keep opinions about the customer out. Remove information the receiving team does not need. Check that the summary can be understood without opening the thread. Add a handover checklist: contact details, promises with dates, files to attach, and any commitments made verbally. Suggest a standard structure for all case summaries in the team so receivers know where to look. Remind the writer to check the record for consistency, such as dates and amounts, before sending, and to avoid including personal data that the receiving team does not need.
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