What Is a Service Record?

Helen Akers

A service record may refer to a customer's service record that contains billing and contact information. In terms of human resources, a service record may refer to an employee's written record that details service and performance history. Service records can also be electronic or written documentation of a customer's account history, including orders, troubleshooting and service inquiries.

Quite a few service companies keep records of all contact between clients and their representatives.
Quite a few service companies keep records of all contact between clients and their representatives.

In the telecommunications industry, a service record is also called a customer service record (CSR). The record remains on file with the phone company and ties certain customer information to specific phone numbers. It also contains specific technical and wiring parameters. CSR's are used to validate service requests, including porting telephone numbers between carriers.

The information contained in these records can be fairly specific. It may include how many lines are serviced at a specific address or location. Each type of phone line will be spelled out, including the charges that the phone company collects. The charges may be broken down into service charges and government imposed fees and taxes.

CSR's typically contain four main sections. Data such as account numbers, customer numbers, and service descriptions are contained in a header record. The list section details the service's directory information, including whether specific phone numbers are listed and what directories they are listed in. Bill and service sections contain billing information and telephone line features.

Another definition of a service record is as documentation that most companies keep of what positions employees were in during their tenure. Individuals who served in the military often have a service record that details ranks, pay rates, discharge dates and reasons. Private sector businesses may keep basic information, employment dates, positions held, pay rates and performance reviews.

Some of the information in employee records can be released under certain circumstances. Reference checks may be used to verify the information contained in an employee's service record by phone or through electronic database systems. Depending upon the local area's employment law, only data about the employee's dates of employment, status, positions and re-hire status may be released. Performance review data may not be released due to potential defamation and negative reference implications.

Quite a few service companies keep records of all contact between clients and their representatives. This information may be stored in electronic databases that several representatives are permitted access to. The information contained in the service record will usually detail customer contact and billing information. More importantly, it will detail all transactions that occurred with a service representative, as well as a highlight of the conversations that occurred.

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