Column: Using voice mail may leave a negative impression on clients

07/11/2013 | TravelPulse

Directing potential clients' calls to a voice mail service may reflect poorly on an agent's quality of customer service, David Cogswell writes. "In today's world, nearly everyone is always pressed for time. If a caller is a potential customer for your travel business, you don't want to push them away," Cogswell says. He suggests that agents balance the utility of voice mail with giving clients the opportunity to speak to an agent when they wish.

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