A customer calls with a complaint or question. You’re not ready to respond, but promise that you will. Don’t tell them to call you back. Instead say:

“I will call you back at (specific date or time).”

Why? Follow-up phone conversations should always be initiated by you, not the customer. Don’t forget to call when promised.

Karen Leland and Keith Bailey, Customer Service for Dummies


This article originally appeared in the July-August 2017 edition of PETS+.