01 Aug
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.

Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route