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Operations Data Management Consultant
Disaster Recovery, Pandemic Team Member
Contact Center Supervisor
When you take customer data on any form, be sensitive about what you consider to be mandatory. For example, if a customer chooses to contact your company by e-mail to complain when your telephone number is widely available, it may be unwise to request a telephone number to be a mandatory field to be completed on the e-mail form – there could be many reasons why the customer may be using e-mail – they may not have a telephone number, e-mail could be their preferred choice, they could be out of the country but using e-mail or they could have a speech impediment. If you want to be able to call them, ask, not demand, a telephone number.