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One of the concerns I have about calling customers come from my previous experience with it: once they get contact details to a technical person, they will cont
by kqr 4y ago
One of the concerns I have about calling customers come from my previous experience with it: once they get contact details to a technical person, they will contact that person for every single problem they have. Do this with enough customers, and you will barely get any real work done. Not to mention that I'm not great at juggling lots of threads of conversation – that's part of the reason why I'm not in customer-facing roles, so I'm bound to drop some.
What has your experience with that been like? Or do you know how to avoid it?
- pc86 4y agoIf you're calling from a business line, the outgoing number should be the main line, not your direct line. If you're doing this on a cell phone, just block the number. Yes, your answer rate will go down, and you'll have to leave voicemails, but eventually when they see a blocked number they'll think "oh it's probably kqr" which won't be any worse than an unknown number anyway. If they ask for your contact details, give them an email or whatever your preferred method is. You can't be tricked into giving out your cell phone. If you don't want to give it out - don't.
- marcus_holmes 4y agoMaybe train technical staff in how to set boundaries and deal with customer calls in a manner that doesn't lose customers and doesn't eat all their time?