Originally Posted by highfarfast

You agree with me... and I agree with you... lol. I did think of that. Just pointing out there was no reason to HAVE to answer that call that said you’re appropriated which was the angle the question was asked.

My rule of thumb is to never answer the phone from an initial call from CS. This gives me a chance to hear the message, think about rules, regs, and contract as they relate to the situation and message, deside if I’m required to return the call or not, deside if I WANT to return the call or not, and what I’m going to say if I do return the call. If nothing else, it buys me 15 minutes to get to where I need to be.

So long as CS has a “fly it now and grieve it later” mentality, I see no reason to operate differently. We work for the same company but we are not on the same team, sadly.