Who calls Who?
With all Service Central jobs, it’s up to the registered business to call the customers back within 24 hours. But, what about after that?
Every day we find more examples of the following scenario:
Business requests a rollback (credit) for a lead fee, stating that the customer hasn’t returned their phonecalls. Service Central contacts the customer to ask what happened, and almost every time the customer says ‘I spoke to them but they were meant to return my call and I’ve heard nothing’.
Now I’m sure some of these situations happen on those days where the wheels fall off. But I’m starting to see a trend on this. Businesses blame the customer, the customer blames the business. At the end of the day, everyone’s time is wasted and no one’s closed a sale or gotten a job done. Tricky stuff.
To call back or be called back – that is the question! Both choices have upsides and downsides. But as long as the choice is clear to both parties, there shouldn’t be a problem.
