Pick up the phone
A recurring issue I have heard for years is that increasingly, employees are opting to send emails or messages rather than just pick up the phone, call the person, and deal with things immediately.
A story I heard this past week was a case in point. The customer was having trouble logging into the company's online system and instead of the manager picking up the phone to address it immediately, they opted for email. The correspondence, between the manager and the customer, took place over many days leaving the customer extremely frustrated and disappointed in their service. The problem was finally corrected within a couple of minutes when the manager picked up the phone.
It’s easy to think we have addressed an issue by sending an email but in many situations, a phone call would be more efficient, saving us time and making it efficient for the customer and our colleagues.
Ray
Feel free to share forward this to your team and if it was helpful, I’d love to know by your click on the heart
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The convenience of emailing and having a paper trail sometimes is an easy option. Nothing like a personal conversation to make a client feel valued and heard. And a follow up email as a courtesy ideal. Covering all bases. Like these little reminders of customer service Ray thanks.