When someone calls for information, they expect an answer from the first or second person to whom they speak. Clients do not enjoy being passed around the office as staffers vaguely guess at an answer. (Nor do they like having to repeat their question over and over.) The runaround signals that nobody knows what they are doing. If the expert is not in, take a message and have that person call back promptly.
Source: On Tour Newsletter, Summer 2008
Saturday, May 23, 2009
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