ST Alpha - "Is it wrong of me to think the opposite? The live person is there already, they can obviously wait. We don't know how busy the phone person is" (Reading a Post)

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In response to "Put 'em on hold or send 'em to voicemail if a live person needs help. -- nm" by Dr.Vermin

Is it wrong of me to think the opposite? The live person is there already, they can obviously wait. We don't know how busy the phone person is

Posted by con_carne Jul 16 '09, 12:08

When I worked Customer Service we did everything we could to make sure we kept a caller on the phone, and kept the communication going. Voice mail was a last resort kind of thing.

Responses:

It's right from the business standpoint, but not from the customer standpoint. - pmb Jul 16, 12:12
Depends on the business. If you are offering services only, yeah you probably want the phone person to - TWuG Jul 16, 12:10 2
- We want to encourage calling & internet rather than showing up, IMO. It's more efficient for all concerned & better for the planet... -- nm - con_carne Jul 16, 12:12 1
  - Sorry, brick and mortar aren't set up to take orders over the phone. They exist to sell products to customers - TWuG Jul 16, 12:14

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Is it wrong of me to think the opposite? The live person is there already, they can obviously wait. We don't know how busy the phone person is

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