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Customers want to speak with someone who can answer their needs. They do not want to be put on hold or have messages taken. Also, make it an absolute rule that calls are answered no later than the third ring.
If your department is on a computer network, utilize e-mail correspondence and encourage your customers to do likewise. "Telephone tag" is an aggravation to everyone. If possible, allow your customers to fax and e-mail job orders to you rather than depend on inter-office mail.
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