Chapter 2

Is answering after hours dedication, or self-sabotage?

Trả lời khách ngoài giờ là tận tâm, hay là tự hại?

The chapter's question

Do customers know when I will reply and when I will not?

Big idea

Customers respect working hours when they are stated clearly from the start and kept consistently.

In this chapter

  1. Part 2.1

    Stating Hours Upfront

    When do I tell new customers my working hours?

  2. Part 2.2

    After-Hours Messages

    How do I reply to messages out of hours, or do I not reply?

  3. Part 2.3

    True Emergencies

    What is urgent enough to handle out of hours, and through which channel?

  4. Part 2.4

    Staying Consistent

    Why does answering once at midnight teach customers to expect it forever?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The One Who Takes Every Call is free to read right here.

Read in Conan School

Chapters of The One Who Takes Every Call

  1. 1.Is customer fatigue just part of the job?
  2. 2.Is answering after hours dedication, or self-sabotage?
  3. 3.Does being on every channel make customers happier?
  4. 4.Is being irreplaceable a strength or a trap?
  5. 5.Is admitting exhaustion weak, or professional?