Call Backs - The Right Way to Get Back to Students
There is actually something worse than delivering poor or weak service. And that is promising great service and then not delivering. Or mollifying the customer by telling him or her you’ll look into the situation, will get it resolved and either do not get it resolved or not get back to the customer. Say a student or customer com es to you and asks for help. Perhaps a student leaves a phone message or an email account of the problem asking for you to assist in a problem he or she has. You get back to him or her by telephone but miss the person. So you leave a message. I am sorry to hear that you feel you may have a problem… ….. (Yes we do use the conditional all the way through to protect ourselves as the HR and lawyers taught us to do . May, perhaps, could, maybe, might, possibly, or com binations might possibly may perhaps have an issue …..But never simply say, holy sh%t, he did that? Never com mit or accede. That’s the way to please the lawyers but perha...