A coworker was asking for a document from someone and he was over the phone over 20 minutes listening to that person about reasons why that person couldn't provide a letter with 2 lines of information.
He got mad, hang the phone, and went over to see that person. Problem solved within 10 minutes, that person even offered to fax the letter to the party concerned. Suddenly the concept of customer service came to life.
He told me, it is easier to say no over the phone than saying it face to face to someone. So, in the case you need to get thing done quickly, use the face to face option.
Lesson learnt.
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