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Chapter 44. Returning Phone Calls

Chapter 44. Returning Phone Calls

Not returning a phone call is like not using your turn signal: just plain rude. Even if you get too many calls to return each one yourself, you should always make sure that they get returned on your behalf by someone in your office.

The hardest calls to return are those of an unhappy customer or client. The Telephone Doctor® suggests you look at returning unhappy calls as the proverbial “second chance.” In this situation, the customer is letting you know something is wrong and would like you to fix it. It is when the customer is not leaving angry messages that you need to be concerned—that is when he or she is taking the business somewhere else. One warning: Be careful when you say, “I’ll call you back by 5 o’clock” (or whenever) on your message. There may be things that prevent you from returning these calls when you say you will, and then you have not lived up to your promise. Give yourself some breathing time when you promise a call back.


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