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The Simplest Solution To Customer Satisfaction

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




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