Viewing Customer History

Access customer stamp collection history and progress

View customer stamp card transaction history to answer questions, verify progress, and provide excellent customer service.

Accessing Customer History

From Members List

  1. Navigate to Members in staff portal

  2. Search for customer by name, email, or phone

  3. Click customer name to open profile

  4. Locate Stamp Cards column

  5. Click stamp card name to view history

What You'll See

Member information card:

Stamp card preview:

"Add Stamp" button:

Transaction timeline:

Understanding the Timeline

Transaction Details

Each entry shows:

Event type:

Stamp change:

Before/after counts:

Date and time:

Staff attribution:

Purchase amount:

Internal notes:

Common Use Cases

Verifying Customer Claims

Customer says: "I should have 8 stamps, but I only see 7."

You do:

  1. Look up customer

  2. Open stamp card history

  3. Count transactions

  4. Verify current count

  5. Explain any discrepancies

If customer is correct:

If system is correct:

Checking Recent Activity

Customer says: "Did my stamp from yesterday get added?"

You do:

  1. Open customer history

  2. Look at recent transactions

  3. Find yesterday's date

  4. Confirm stamp was added

  5. Show customer if needed

If stamp is there: "Yes, I see it here. You earned a stamp yesterday at 2:30 PM. You're at 6 of 10 now."

If stamp is missing: "I don't see a transaction from yesterday. Let me add it for you now."

Understanding Progress

Customer asks: "How many more stamps do I need?"

You do:

  1. Open stamp card

  2. Check current progress

  3. Calculate remaining stamps

  4. Tell customer

Example: "You have 7 of 10 stamps, so you need 3 more to complete your card!"

Investigating Issues

Customer reports: "Something seems wrong with my stamps."

You do:

  1. Review complete history

  2. Look for unusual patterns

  3. Check for voids or adjustments

  4. Identify any errors

  5. Escalate to manager if needed

Common issues to spot:

Information You Can See

As staff, you have access to:

Customer Information

Transaction Details

Program Information

Information Customers Don't See

Purchase amounts: Customers don't see transaction values in their history.

Staff names: Customers don't see which staff member added stamps.

Internal notes: Customers don't see staff comments or notes.

This information is for:

Using History for Customer Service

Answering Questions

"When did I earn my last stamp?"

"How long have I been collecting?"

"How many times have I completed this card?"

"What happened to my stamps?"

Resolving Disputes

Customer claims error:

  1. Listen to their concern

  2. Review history together

  3. Look for evidence

  4. Verify their claim

  5. Resolve appropriately

If customer is right:

If system is correct:

Providing Context

Customer confused about transaction:

Example: "I see a note here that says 'Birthday bonus.' It looks like you received an extra stamp for your birthday!"

Best Practices

Accuracy

Always verify:

Never:

Privacy

Protect customer data:

Only access when:

Communication

Be clear:

Be helpful:

Limitations

What You Cannot Do

Cannot delete transactions:

Cannot edit past transactions:

Cannot see other clubs:

What to Do Instead

If customer needs correction:

If you need more access:

Troubleshooting

"Cannot find customer"

Possible causes:

Solutions:

"Stamp card not showing"

Possible causes:

Solutions:

"History not loading"

Possible causes:

Solutions:

Training Tips

Practice Looking Up Customers

Before working independently:

Learn to Read Timelines

Understand transaction types:

Develop Customer Service Skills

Practice explaining:

Role play scenarios: