0 - Management

Once I've made contact and the customer has questions, I ask them to email. Often the questions are quite technical, so to be sure I'm communicating clearly, I use email so there's less chance of misunderstanding. It's particularly important when they're asking regulatory questions.

Before I respond, I look up the answer to ensure my response is correct. I need to be sure I'm giving them the right advice, because one of the things we do is give technical support.