Message Taking and Return Timeline

Message Receipt and Acknowledgment

✅ All employees must regularly check their communication channels (e.g., email, voicemail, BMBerry Discus) to promptly receive messages-never handwrite a message
✅ Upon receiving a message, the recipient should acknowledge it within a reasonable timeframe (e.g., within the same business day). 

24-Hour Turnaround Time

📌 All messages, including emails, voicemails, and BMBerry messages, must be responded to within 24 hours of receipt.
📌 If the recipient is unable to respond within 24 hours due to unavoidable circumstances (e.g., vacation, illness), they should inform their supervisor or the Manager on Duty (MOD) as soon as possible.

Delegating Message Responses

✅ In cases where the intended recipient is unavailable, another employee or the MOD will be responsible for notifying the customer for the recipient.
✅ The temporary responder will take note of the message details and inform the intended recipient of the situation, requesting their response as soon as possible.
✅ If the sender agrees to wait for the intended recipient's response, a notification will be sent on BMBerry Discuss, and the message details will be emailed to the store email for the recipient to address upon their return.

Prioritizing Urgent Messages

🚨 Employees should prioritize urgent messages that require immediate attention or resolution.
🚨 If a message is time-sensitive or relates to critical matters (e.g., customer complaints, safety concerns), the recipient should respond as quickly as possible, even before the 24-hour deadline.

Documentation and Record Keeping

✅ All message responses, including voicemails and email replies, should be documented and stored for future reference.
✅ For phone correspondence meant for management, employees should direct these messages to the respective manager's voicemail extension—never handwrite a message.
✅ If the manager is unavailable, the employee should also send the message details via email to the manager's official email address to ensure a written record is maintained.

Continuous Improvement

✅ Regularly review and evaluate the effectiveness of the message response process to identify areas for improvement.
✅ Provide feedback and suggestions for enhancing communication efficiency and customer service.

By adhering to this procedure, we ensure timely and effective communication, which is crucial for maintaining excellent customer service and resolving issues promptly. If you have any questions or need further guidance, please consult your supervisor or the appropriate management personnel.