What action should be avoided when documenting incidents?

When documenting incidents, recording customer emotions should be approached with caution. The primary focus of incident documentation is to provide a clear and factual account of the interaction, emphasizing the actions taken to resolve issues rather than subjective feelings. While understanding customer emotions can be important for providing empathetic service, including these details in documentation may lead to ambiguity and bias.

Documentation should ideally remain objective and centered on the facts of the situation, such as the steps taken to resolve the issue and any relevant information regarding the customer's reactions. This ensures that anyone reviewing the documentation can clearly understand what transpired without being influenced by personal interpretations of emotions. Keeping the records factual and focused on actions helps maintain professionalism and clarity, which is essential for effective communication and follow-up within customer service environments.