Build Your Professional Network! Log in now (Not a member? click here to register FREE)
Operations Data Management Consultant
Director of Customer Operations
Customer Care Operations Manager
Director of Special Projects
Human Resources Leader, Customer Experience & Loyalty
Supervisor within the Cleveland Customer Experience Center
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.