Add an apology
When the customer’s representative is not available, first convey your apologies. The basic way to respond is to use cushion words such as “I’m sorry, but…”. You can also add an apology at the end by saying something like “XX is out. I’m sorry for not being here despite the appointment.” Especially when your company is at fault, adding an apology at the end will leave a better impression.
If you need a call back, find out what time is convenient for the other person.
If the customer wants a call back, confirm the time that is convenient for them. Even if the person in charge is scheduled to return in the evening and can be contacted today, the other party may not be able to contact you because they are planning to go out later in the day. Sometimes, due to work schedules, you may only be able to contact them in the morning or evening. In BtoC, it is important to be aware that the customer may be working during the day and not be able to answer the phone. It is important to ask the customer about their schedule and decide when to call them back.
When leaving a message for an absent person, it is important to take accurate notes and convey the message. Make a summary recent mobile phone number data of the customer’s name, company name, purpose, and future correspondence. There may be cases where the customer requests the person in charge to leave a message. If the message is long, consider having it recorded. Since discrepancies in the message can cause trouble, it is a good idea to emphasize accuracy and ask the customer to confirm the message.
SMS is also recommended for answering phone calls
When the person in charge cannot answer the phone right away, telephone support becomes complicated. In order the emphasis is also on team to satisfy customers, it is important to respond as quickly as possible with minimal effort. SMS is an effective method when the person in charge is not available to handle the phone. The person who answers the phone interviews the customer, summarizes the matter and passes it on to data on the person in charge, and then the person in charge passes it on to the customer via SMS, so the necessary information can be conveyed in this flow. SMS is a convenient way to contact customers, so make use of it.
[With example sentences] Is it okay to use email when the other person is not available on the phone? Explaining the usage situations and how to send – SMS sending service “KDDI Message Cast”
