The first issue, did I send them a quote? When did I follow up with them? When should I follow up with them? A good CRM will house all this information for you, for all the crew to see. The truth is if you are not sure if you have spoken to them or when call them again, it's much harder to lose a customer from too much attention than it is from not enough. Using a good CRM, these questions will never be an issue.
You can see when you spoke to them, who and when, and when you're gonna speak to them again. Our goal in every call is to handle a situation on the spot while the customer is still on the line. Both the company and the client will appreciate it if the concern was addressed and resolved on the spot.
Unfortunately, this may not always be the case. Therefore, if we cannot resolve it on the spot, we always leave a clear future. I'm going to fix this for you as soon as possible. I will call you back tomorrow with a fix, but a clear future is set.
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Nick Taylor
