Forwarding Emails From Customers

I don’t usually do this.
If I do,
I ask to be copied on the response
back to the customer.
Why?
Because I value customers,
the customer contacted ME,
so it is my responsibility
to ensure she gets a response.

Never Mind The Manager
has this response…

“Do not forward emails from customers!
This is lack of respect.
If you forward
you release yourself from responsibility.
A forward increase the chance
for no response,
and the customer will get back to you
a bit angrier.
What you should do is “own” the email
– create a new email
and ask others for help or knowledge
to solve the case.
When you get your response,
compile an answer to the customer
and return it with a good answer.”

If a customer emails you,
own the response.

Published
Categorized as Marketing