Main > SCA Proc > General Instructions > Communicating with Clients

Communicating with Clients [updated 1.31.08]

Response Time

Advisors are to respond to Calls and Emails within 1 BUSINESS DAY. CR is to respond to phone messages immediately; email within 1 business day.

How Much Research to do for a customer?

Is the customer satisfied?

Only provide information in the catalog Do not provide ISBN, copyright date, etc.

Customer expresses threat of suicide

What is Customer Service? Responding to difficult/frustrated customers, Staying on Topic, When things are going to change, Encouraging Words...