To Call or Not to Call

  • A phone call is always better than an email. 
  • Never deliver bad news via email. 
  • These days, no one has time to chat. If an internal or external Customer calls you on the phone, it’s because they need immediate help, and can’t wait for an email reply. 
  • Never ask a Customer to call back – offer to call them back. 
  • If you have to transfer a call, make sure that you transfer the Customer to a human being, never to a voicemail. Also, tell the Customer whom you are transferring them to, and let the person you are transferring to know whom you are transferring to them and what the issue is.

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