Customer Service....

Interesting conversation with a client who is also in the customer service world.....Do you take the call when you know you do not have the file in front of you?...Yes you can hit on some questions...knowing you do not know everything that is being asked....Or do you let it go to voice mail and call back when you have the file and know you can answer any questions? If you let it go to voice mail the customer will feel defeated on getting anything accomplished. If you take the call and do not have all facts in front of you. It can appear disorganized. Customer Service is sensitive. We opted for taking the call and calling back asap with any and all answers. People want to know they are being taken care of and are important. Validating their existence seems to be the upmost importance in Customer Service.