It's a feeling that nobody is a stranger to; you pick up the phone, dial the number of a business you need to contact, have to go through a maze of various automated system prompts and after being put on hold for God knows how long, you are only routed to a voice mail message so cheery it makes you want to rip the phone off its cord. Undoubtedly, when they first became "the way to do business" it was extremely annoying; however, times are changing, folks are automating and imprudent business practices such as this are gaining acceptance (or at least tolerance).
Of course the ole' time principles of customer services - such as answering the phone before the third ring, avoiding putting a customer on hold if at all possible, and providing personal service - are still superb solutions to customer satisfaction. However, automation seems to be the status quo in the present-day business milieu, which makes it imperative for us to respond to customers with optimum agility and to give the correct answers -- after all, only a person with a yen for sadistic self-punishment would consider being put on hold for an interminable period and being asked to merrily jaunt through a convoluted series of automated voice options, only to be asked to leave a message in lieu of speaking to a fellow Homo Sapiens to be their idea of good customer service.
Customers who contact a business via telephone, email or through person-to-person contact have always expected timely responses, with immediate ones being preferred, albeit not that necessary. Responsiveness is one of the main constituents of customer satisfaction.
So, you may ask, "What is a timely response?"
Honestly, the definition of a timely response really depends on the customer's perception. The urgency of their need may play into the mix or their idea of a timely response may be linked to their expectations.
We also find ourselves quite revolted and disconcerted by the observation that many of today's business cognoscenti agree that all is good as long as customer queries are answered within 24 hours. But if you put yourself in the shoes of the customer, having to wait one whole day for a simple answer to a question that isn't rocket science, or even the best option to resolve a serious debacle is not at all acceptable; in fact, it is tantamount to neglect and poor business decorum.
A customer's threshold for lack of satisfaction is, and will always be quite low by nature; if they have just one negative experience they are likely to take their business elsewhere. And that's the bottom line, son -- poor customer service leads to poor customer turnout.
Expediently getting back to your customers is, and always will be a matter of great importance to any type business, any size business, any industry, may you be fielding customer inquiries via telephone, email or website feedback form. Placing responsiveness at the top of your customer service objectives is the simplest solution to gaining a competitive advantage, producing satisfied customers, maintaining your customers through repeat business, and building your market share through client referrals. Responsiveness is the single most important factor to enhancing customer satisfaction.
Of course the ole' time principles of customer services - such as answering the phone before the third ring, avoiding putting a customer on hold if at all possible, and providing personal service - are still superb solutions to customer satisfaction. However, automation seems to be the status quo in the present-day business milieu, which makes it imperative for us to respond to customers with optimum agility and to give the correct answers -- after all, only a person with a yen for sadistic self-punishment would consider being put on hold for an interminable period and being asked to merrily jaunt through a convoluted series of automated voice options, only to be asked to leave a message in lieu of speaking to a fellow Homo Sapiens to be their idea of good customer service.
Customers who contact a business via telephone, email or through person-to-person contact have always expected timely responses, with immediate ones being preferred, albeit not that necessary. Responsiveness is one of the main constituents of customer satisfaction.
So, you may ask, "What is a timely response?"
Honestly, the definition of a timely response really depends on the customer's perception. The urgency of their need may play into the mix or their idea of a timely response may be linked to their expectations.
We also find ourselves quite revolted and disconcerted by the observation that many of today's business cognoscenti agree that all is good as long as customer queries are answered within 24 hours. But if you put yourself in the shoes of the customer, having to wait one whole day for a simple answer to a question that isn't rocket science, or even the best option to resolve a serious debacle is not at all acceptable; in fact, it is tantamount to neglect and poor business decorum.
A customer's threshold for lack of satisfaction is, and will always be quite low by nature; if they have just one negative experience they are likely to take their business elsewhere. And that's the bottom line, son -- poor customer service leads to poor customer turnout.
Expediently getting back to your customers is, and always will be a matter of great importance to any type business, any size business, any industry, may you be fielding customer inquiries via telephone, email or website feedback form. Placing responsiveness at the top of your customer service objectives is the simplest solution to gaining a competitive advantage, producing satisfied customers, maintaining your customers through repeat business, and building your market share through client referrals. Responsiveness is the single most important factor to enhancing customer satisfaction.
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