| "Thank you for calling XYZ Company. Your call | | | | So, you may ask, "What is a timely response?" |
| is important to us but not important enough | | | | |
| for us to answer it. Please hold for eternity | | | | Honestly, the definition of a timely response |
| or leave a message and a representative will | | | | really depends on the customer's perception. |
| contact you as soon as it is convenient for | | | | The urgency of their need may play into the |
| us." | | | | mix or their idea of a timely response may be |
| | | | linked to their expectations. |
| If you've ever used the telephone to contact | | | | |
| a business you can relate to the frustration | | | | For some reason there is a perception amongst |
| that can result from voice mail or automated | | | | business people that a 24 hour response to a |
| answering services. Undoubtedly, when they | | | | customer inquiry is sufficient. From the |
| first became "the way to do business" it was | | | | customer's perspective; however, having to |
| extremely annoying; however, times are | | | | wait 24 hours for a quick answer to a simple |
| changing, folks are automating and imprudent | | | | question or a viable solution to a serious |
| business practices such as this are gaining | | | | problem is ridiculously aggravating and |
| acceptance (or at least tolerance). | | | | neglectful on the part of the business. |
| | | | |
| Of course the ole' time principles of | | | | When customers have a bad experience, from |
| customer services - such as answering the | | | | the customers' perspective, they are sure to |
| phone before the third ring, avoiding putting | | | | seek other options for fulfilling their |
| a customer on hold if at all possible, and | | | | needs. Plain and simple - poor customer |
| providing personal service - are still superb | | | | service results in lost business. |
| solutions to customer satisfaction. But, in | | | | |
| our automated world, it is vital to recognize | | | | Regardless of the type of business you are in |
| the importance of responding to customers | | | | and whether you receive customer inquiries |
| quickly and appropriately, especially if they | | | | via telephone, email or a website contact |
| have been forced to listen to a long | | | | form, it is absolutely critical that you get |
| recording and traipse through a jungle of | | | | back to your customers right away. Placing |
| push buttons in order to leave a message for | | | | responsiveness at the top of your customer |
| you instead of being afforded the luxury of | | | | service objectives is the simplest solution |
| speaking to a warm-blooded human. | | | | to gaining a competitive advantage, producing |
| | | | satisfied customers, maintaining your |
| Whether a customer makes contact in person, | | | | customers through repeat business, and |
| via telephone or through email, businesses | | | | building your market share through client |
| should strive to provide a timely, if not an | | | | referrals. Responsiveness is the single most |
| immediate response. Customer satisfaction is | | | | important factor to enhancing customer |
| reliant on responsiveness. | | | | satisfaction. |
| | | | |