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He calls you whenever he wants, not only when necessary. He calls you for things that can be postponed until you are in the office.
I can't think of many situation, where explaining this simple rule of formal communication to a customer should be a hard job. Maybe, only in case I'm dealing with an old customer with some (mental) health issue or some disabilities or handicaps that causes "compulsive behavior" or some with a language barrier. (I'm just saying).
Otherwise, it should be possible to explain in plain professional or delicately polite manner to any given customer what your preferred time of contact is. You can ease in such topic by asking the customer next time, at what time he/she wishes to be contacted by you and grab the chance to share your preferred times in case he/she wished to contact you proactively.
You may want t pay attention to the cultural factor too. I believe in some regions the boundaries between formality and informality can be very blurry.
This type of customer is inevitable, I will entertain the customer's call, but will definitely set his/her expectations professionally -- that his/her concerns will be addressed at the office for security reasons. The customer may not be able to do this right away, but constant but gentle reminder will be the best option. Personal number should also not be given to the customers.
If you and your company doesnt depend on that customer,never answer his call.
Generally high value customers are highly demanding and often do not bother beyond office hours. If sometimes they do so then it's difficult to be ignored. Politeness and firmness for the rest would make them understand about active action timings.
for such situation, when sales get the deal , they should control the communication methods, as if there is any complaint , there should be a customer care contact center to handle, however the customer will call the sales representative in urgent situations , in delays... etc. so that he will follow up from his side.
This situation should never happen! If it does you need to look at all aspects of your business and business model.
As working in any field of services , by sequence i MUST be open24 hours to know the needs and the complain from my customers in order to let them know for sure they are the first aim for our company , otherwise they of course will go to the companied which is care about thier customers but even make sure thats (( Customers Satsifications )) is the core of company operations.
I should tell him more about limits
