101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 45. Just the Fax: Fax Information File

Leader

More times than necessary, employees can waste precious time accessing customer files in order to locate a correct fax number. Here’s a suggestion to help make your office more efficient by eliminating this potentially frustrating time waster.

Action

Create a customer fax directory:

1. Obtain a small alphabetized Rolodex unit.

2. Provide employees with several blank Rolodex cards and ask them to complete a card with the name and fax numbers for each of their regular customer contacts, both internal and external.

3. Collect the cards, check for duplicates (make sure numbers are the same), and then file them in the appropriate letter sections of the Rolodex.

4. Place the Rolodex unit next to the fax machine to be used as a reference directory whenever someone doesn’t have a number.

5. Make it a rule that new numbers are to be entered as necessary.