▪ Only as strong as our weakest link
▪ Think about our Charter Commitment
▪ What do you expect as a customer
▪ Most frequent dissatisfaction around delays in response
▪ So: ▪ Answer phones promptly, set voicemail messages ▪ Respond to e-mails (even if a holding e-mail) and make sure you use out of office ▪ Set clear expectations and meet/exceed them
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