Repetition. Bad.

[Hon'ya-chan]

I've had many customers that "require" at least two mentions of the same info. But one lady today "required" 4 retells of the same info.

4 times to tell her that:

* Special orders take XX time.
* We can't check the competition.
* We don't have the book she wants. Or anything similar to it.

[marasbaras]

* We can't check the competition.

I'd "check" the competition and report that they don't have it either.

[Alpha Strike]

I've had many customers that "require" at least two mentions of the same info. But one lady today "required" 4 retells of the same info.

It's funny but a lot of otherwise normal, sane customers seem to need repetition from me in order to feel better about what they're hearing or doing. They ask a question, I answer it. They ask the same question, but worded differently - and I answer it but in a different way. They call back and ask the same question, and I answer it - or someone else answers it the same way.

Wash, lather, rinse, repeat.