Can You Call Back? Customer Service Tip


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My windshield wipers were stuck in the up position. I tried to have it fixed at one of those no-appointment-needed auto repair places, but they weren’t able to fix it. Of course, even though it took one minute to diagnose that fact, I had to bring the car there twice, because they were busy the first time, and the no-appointment-needed place actually gave me an appointment for later in the day. I thought it was ironic they asked when would be convenient for me to bring it in, because I wanted to say ‘Now. Now is convenient. That is why I am here.’ But I didn’t. I made the second twenty minute trek a few hours later, only to here that they couldn’t fix it after all.

So, I lived with the problem a few more weeks before trying again. Last week I phoned another car repair business to find out if they did this type of work and make an appointment. I was told I could bring in my car the following day, but then I was told I should call back in twenty minutes to confirm it with the boss.

Both of these situations places the responsibility for follow-up with the client and are not atypical. Here’s some additional examples:

  • Message when the contact center has high call volume: ‘Your call is important to us; please continue to hold’ … for 20 minutes or ‘call back later’
  • Message when the call is placed after-hours: ‘Thank you for calling. Our hours are Monday – Friday 9am – 5pm ET. Please call between these hours.’ Click

Improve your clients’ experience by reviewing transactions from their perspective. Take a message, call the client, arrange for call overflow or take a moment to diagnose the issue – so the client is minimally inconvenienced. You’ll have much happier clients, and chances are your business will improve as a result. Windshield wipers? All fixed. But I needed to follow-up with them at the end of the day in order to find that out.

Republished with author's permission from original post.


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