We all know customers access our services in a number of ways. Make it easy for them to be routed around your company by not having them re-dial to speak to another department. A classic example yesterday was when I wanted to get a settlement figure on some finance – after queuing for 15 minutes, the first person I spoke to gave me a figure but when I asked about another account we also had, he advised me I had to speak to another department as his system gave no details. To further frustrate me, he asked me to redial another number and said he could not transfer me through!. So I had to make another call and wait another 15 minutes to be answered!