What information should be documented for every case or incident?

Documenting all information pertinent to attempted and successful resolutions is crucial for effective customer service management. This thorough documentation provides a comprehensive record of each case or incident, which serves multiple purposes.

First, it allows representatives to track the progress of an issue and understand the steps taken to resolve it, which can be invaluable for reference in future interactions. By capturing both attempted and successful resolutions, the team can analyze what strategies worked and what did not, leading to improved processes and training. This holistic view also helps in identifying recurring issues or patterns, which can alert management to potential systemic problems that may need addressing.

Moreover, maintaining detailed records supports accountability and continuity in customer service. If a case is escalated or if a different representative takes over, the complete documentation ensures that the new support agent has all the background needed to assist the customer effectively without requiring them to repeat their issue.

In contrast, documenting only successful resolutions would overlook valuable insights from attempts that didn't work, while customer satisfaction ratings and feedback from the support team, while useful, do not capture the complete narrative of the case. Therefore, option C stands out as the most comprehensive approach to documentation in customer service.