Saturday, November 10, 2007

Italians do it better. But via e-mail!

I am not talking about the sexual performances of Italians (at least, those self-proclamated latin-lovers that tell tales of great effort and sacrification), but the customer attitudes at calling a call center, help desk, or something that keeps you "holdin'on a sec".

According to this report (ItNews, Italian), people prefer e-mail offline contact when engaging with a potential seller, or when they are asking for support or assistance.

Alternatively, they'll consider the possibility of being recalled in ten minutes, but they are fed up with long queues in the jungle trees of IVRs.

The key point is: if somebody wants to talk with you, it's because he/she wants immediate contact. If you cannot engage him/her instantly, better say "I'm sorry, I'll call you back in a while". And recall him with a smiling tone!

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