Let It Ring: How to handle a busy help desk

Q: We have a busy help desk where we have customers visiting and phoning during the day. We have voicemail installed on the phone which kicks in after 4 rings. When dealing with a customer directly and the phone rings what should we do, continue dealing with the face-to-face customer or answer the phone?

A: Always continue working with the face-to-face customer. We find it hard to ignore a ringing phone, but that is EXACTLY why you have voicemail. You can give your face-to-face customer the time and attention she deserves, and you will probably better serve your phone customer who may have left a message telling you what information he requires.

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