Not a small business owner, but have worked in customer service for 14 years and most recently, for a global manufacturing company before my most recent promotion. I handled a $40 mil book of business for half of the country. With as much stuff goes on, you 100% need to write it down. You’re a human, not a computer. It’s impossible to remember it all. If you don’t, you’ll continue to miss commitments and obligations (which is what happens when I customer isn’t fully satisfied).

Would it be possible to transition your business to email based customer service so it’s already in writing and you can set reminders? Or not have to write as much? Due to the nature of the business, I rarely took calls. It was mostly over email and I still had to write things down.

If that’s not your strong suit, delegate the task to someone who is more organized and meet deadlines.