Keep Track of Customer in Outlook 2003
Keeping track of customers is important, if you don't want to look silly.
A couple of months ago I bought a new car, and since the promised delivery date was creeping near, I decided to call the car dealer to ask for a status update.
A friendly voice on the other end of the line introduced herself as Joyce.
I said my name,
and
after she heard my request, she promptly forwarded my call to the
appropriate
department.
So far, so good.
“How
may I help you?”,
the voice said.
“I’d like a status update on my order,
please.” I responded.
“Of course, Sir, can you give me your order number?”
“No”, I replied, “I don’t have
that handy right now. But I do have a name!”
“Ah, that helps. Whose name is that?”
“Hmm… well… my
name. Erwin Steneker.
Can’t you find my order under my
name?!?”
Silence. Then, the sales man said:
“Sorry Sir, I need an order number, or
the name of the sales person that helped you…”
Sigh. “… OK,
let me track that down,
and I’ll call you back.”
3 minutes
later. I have
my order number.
Ring! I get Joyce again.
“Hi, this is Erwin Steneker once more. Can you forward me
to the same person again, please?”
Silence.
“…Eh… hmmm…
sorry? How can I help you?”
It couldn’t have been more than 5 minutes ago I spoke to her. 5 minutes! Talk about a short memory!
There are lessons to be learned here:
- Customers have names, not numbers. Systems that don’t allow for that are Stone Age.
- Keeping track of previous encounters with a customer is important, if you don’t want to look silly.
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Additional Microsoft Outlook 2003 Guide Sections
» SECTION 2.1 Setting up an Automatic Reply rule (BACK)
In this practical guide I assume that you have set up a specific mailbox for support requests, called something like support, and that Outlook™ is able to receive e-mails sent to that mailbox.
» SECTION 3.1 Creating a contact (NEXT)
Few people know this, but creating a contact can be done extremely easy with the e-mail message.
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