In our current growing social and digital environment, a business can not depend on having multi-channel communication alone, you also have to be quick and show urgency in being responsive to a customer's questions, comments, feedback and complaints. Perhaps the surest way to fail at customer service is by ignoring customer requests or waiting too long to provide solutions to problems.
Regardless of the customer feedback you receive being positive or negative, you should have a standard response process that addresses every customer individually in a timely and efficient manner. Your specific business will dictate the appropriate time needed for responding. A good rule of thumb is to provide some kind of response within a 24 hour time frame, even if it is a statement telling the customer that you received their request and will be back in touch with more information soon.
The Online Business Advisor suggest, "Most customers will expect to have their requests responded to in a reasonable time frame. But what is reasonable? Believe it or not, responsiveness is a strategic issue and can be used to differentiate your business from your competitors. Therefore, the standards you establish for responding to all customer issues will determine the level of differentiation you achieve. And the consistency with which you are able to respond quickly will go a long ways toward determining how loyal your customers become."
"A slow response to a customer complaint triggers fear and anger ", according to Brian Tracy and Mark Thompson, in their book, "Now...Build a Great Business". Eric Jacobson, who writes on management and leadership, elaborates on this point by saying, "When that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place."
- 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.
Respond to your customers as well as you respond to your friends, family, coworkers, etc. If you already think that you do, try a test to check the pulse of your customer to your business. If no one is communicating or doing any business with you, look into and check your customer response time and focus on getting back to your customers more quickly.
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