Call Backs

Call backs are getting more and more popular in corporate phone systems. I personally find them rather annoying and don’t think requiring a customer to input his or her phone number to be called back at the company’s convenience is good customer service, but I encountered a good use of them last night.

My first major experience with call back systems was when I purchased my Lenovo laptop around Christmas of 2005. They required me to input my number to call back and I’d get a call back within 4 hours or so. That’s unacceptable. If the customer calls you a certain time, they probably want to talk to then. They may be in a good mood, have some free time, or whatever – but they want to talk to you then.

That would mean if Lenovo didn’t have the call back system, I would probably have had to hold about 4 hours. Even if you round it down to 1 hour, it’s unacceptable. That means Lenovo has to hire more people and needs to work on their customer service.

I had to call T-Mobile last night and they had a good call back system. I’ll post more about that tomorrow and then on Monday, I’ll post about how to improve call back systems for your company. It’s a mini-series on call backs and you’ll be suprised how subtle the differences are between the good and the bad.

I have been extremely busy the last few days and expect to be busy for the next few weeks. I will do my best to ensure daily postings over the next month and by June, the long posts will continue with some great content. I intend to do a few mini-series over the next few weeks and then around June, I’ll do some more non-series postings as well as a few longer series that will last a week or two each. Thanks for your patience!