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Your receptionist knows who is happy and who is not happy on her incoming calls every day. Of all of the calls that are important, she most likely knows who the important customers are in your company. If she does not, you will give her a listing of the top ten or twenty customers to pay particular attention to.
Instruct her that she is to notify the following people in this order when one of the company’s customers’ buyers is angry or upset and needs someone to take the call now or at least needs a quick return call to resolve an urgent issue.
Notify these people (you substitute your own company titles as appropriate):
- Assigned sales representative, and if not available (he does not answer his phone or no email reply), then
- Sales manager (regardless where he is or what he is doing) when one of the company’s customers’ buyers is angry or upset and needs someone to take the call or needs a quick return call to resolve an issue, and if not available
- COO or CEO when all others are absent or unreachable.
All other calls are important but customer problems need to be resolved first. Make sure she knows she cannot leave until someone internally is notified and has called the customer to resolve their urgent issue.
