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