Join Date: Jul 2002
Thanked 4 Times in 4 Posts
Rep Power: 14
SailNet Customer Service
Thanks for responding, Sam. Of course, it was only half an answer, as the customer service system does differentiate between calls during heavy traffic periods (and disconnect us from the que) and call periods that are less hectic. That''s a biz decision someone''s making; your ACD switch is making if for you and needs to be reprogrammed unless it''s a conscience choice on someone''s part.
Just to put a plug in, there are some times when email really isn''t a good choice, similar in fact to voicemail. When talking to a real live person (that called back after your 6 p.m. close time, which was good to see), I eventually found out a) you had what I''ve been told must be backordered and b) when to change the delivery address, given that we will be out of the country for a while and the UPS guy will send it back to you. Iterative, peel the onion discussions are your CSR''s bread & butter.
Best wishes on your ill staff member recovering quickly.