It seems like such a fundamental concept: if someone leaves a message, make sure to call them back. And yet, while a lapse is forgivable for some professionals with busy schedules, companies can't afford to overlook outstanding caller issues if they want those coveted high service scores. In most cases, simply returning a call within a reasonable period of time can win a business points in the mind of its base. Most understand the nature of busy corporations, but nothing spreads bad vibes like neglect.
For an illustration of this, one can look at the Austin American-Statesman story about a resident in that city left in limbo by the local post office after a request to hold mail went unanswered. Larry Weimar went through what the customers of many companies fear, getting shuttled back and forth to different service centers, having his complaints ignored and being told conflicting information from different representatives. Eventually, the situation was resolved, but not before causing Weimar a headache and a huge inconvenience. Reportedly, the whole ordeal took a total of four months, with some mail going missing during the process.
There are some very easy ways a situation like this might be avoided. A live answering service with workers who are knowledgeable of company policies can respond to querying customers with accurate information that either helps them resolve their immediate difficulty or leads them to a place where they can. Well-managed online customer services can reduce the amount of time that it takes for written complaints to be processed, and can even incorporate a response message that assures customers they haven't been lost in the shuffle. All in all, the means are there for businesses to start giving customers fewer reasons to fret before making a call – all it takes is a little bit of acknowledgement.