Kiss Me I’m A Bus Driver Or Irish Or Drunk Or Whatever Shirt
The business saw absolutely no problem with this because the SLA was to respond to all email queries within 2 working days. Note "respond to", not "resolve". And as long as that SLA was met, it didn't matter two hoots what the overall effect on the customer was.The customer responds within a couple of hours. Their response goes to the back of the queue to be answered next business day.This email invariably omits some vital information. Reply to the customer (next business day, remember!) asking them to confirm it.
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