A good friend of mine called me yesterday. He works in sales for a big company. Last week was the final week of Q3. He spent the entire week chasing customer orders. On Friday, he had 9 calls from his manager on the status of 1 order. 9 calls. Whatt does this have to do with Customer Service? Well, he was so busy chasing orders, he had no time to return customer emails. On Saturday, he ran into a customer at a product show. She had left him an email with a question.
She approached him and said, "You sales guys never return emails unless you're going to sell something".
Little did she know, he was under such pressure to bring in sales (9 calls in one day!!) that he had no time to answer her inquiry.
Susan
