Wall's - Good morning, thank you for calling the customer care team, how can I help?
Marketing - Hi, I've just got a few questions really. I've just been reading the newspaper, I don't know I you've had this a lot this morning, but I'm slightly concerned about reports that sausages are being linked with bowel cancer.
Wall's - Oh right, I see. I am vaguely aware of the reports but haven't looked into it much myself yet. Unfortunately we haven't actually received an official response form head office yet. Would you mind if I took your details?
Marketing - Yes, ok.
Wall's - That way, I will be able to contact you with the official response. Would that be ok? I completely understand your concerns.
Marketing - That's fine. Would it be possible to send me it via email?
Wall's - I can certainly put that request through for you. Which brand is it that you usually have?
Marketing - There's not really a specific, any Wall's sausages really. I know that the reports are very general and there's a sense that they are jumping on a bandwagon, but it just says that processed meats shouldn't be consumed.
Wall's - I do totally understand your concerns and they need to be addressed. That is certainly what I am going to arrange for you. Can I take your name and postcode?
Marketing - Yes...[Marketing gives details].
Wall's - Thanks, can I take a contact number for you just in case there are problems with the email?
Marketing - Yes...[gives details].
Wall's - Ok then, I'll get that response for you as quickly as I can, oh sorry do you want me to take your email?
Marketing - Yes please, it might be easier because of work ...[gives details].
Wall's - Ok then, I'll get the response and be in contact with it for you.
Marketing - Thanks, I was just a little surprised, not really sure where it's come from.
Wall's - It was deodorant a few weeks ago, it'll be something else tomorrow I'm sure. What I'll do though is straight after this call, I'll be in touch with head office for the response and get straight back to you. If they haven't got one, I'll update you as soon as I get one.
Marketing - That's brilliant, thank you, bye.
Wall's - No problem, have a good day, bye.
The call handler did her utmost to help despite having not received an official response from her head office. She agreed that my concerns needed to be addressed and made sure she took all the essential contact details to do so. Once she knew my first name she proceeded to address me by it, making the call personal and amiable, with her joke about deodorant emphasising this.
This article was first published on Marketing