It is fascinating to note how many companies brag about their excellent order taking system or their customer service. However, these talkers just don’t deliver when it comes to responsiveness in customer service discussions. Businesses in the customer service industry can all speak about experiences with companies where the urgency to respond to customers didn’t give the impression of being real. Customer service in businesses has schemes they pursue to make it efficient and convenient for every customer with product inquiry or orders. The concept of inquiry only means one thing – when a customer or a potential customer, takes a moment to get in touch with a business they are looking for, they need some sort of assistance.
Customer’s product inquiry or tech support may include normally the primary information. Then the additional information will follow, and then right after, the resolution to the problem. A few may just want to go on about a particular experience they have had with your company. But sad to say, at best, nearly all businesses do a second-rate job of responding to customers in a timely manner. To a few companies, it might appear like a moderately minor concern. But these few are on the verge to stumble down when they continue to overlook the significance of efficiently responding to inquiries or complaints. On the other hand, businesses that have understood how to answer appropriately, with a kind approach, noticeably have an edge over their competitors.
Statistics reveal that nearly every customer will be expecting to have their requests answered in a rational period of time. However, one cannot classify a standard rule for response time so it leaves us questioning – is it really reasonable? Responsiveness or immediate action is actually a tactical matter. It can be employed to distinguish your business from your competition. The standards you establish for responding to all customer issues will determine the level of differentiation you achieve as a result. And the consistency with which you are able to respond quickly will go a long ways toward determining how loyal your customers become.
When it comes to responding to customers, it appears that a lot of team managers are scared to push their employees to the limits. The employees’ attitude is a very big factor when it comes to communicating with customers, and how they are treated. Every customer service agent should constantly be reminded what attitude they should express to their customers – should it be customer first attitude or should it be a casual one?
As their leader, stand as the positive example or role model to them. Show them the accepting, warm and effective approach in handling inquiries and stuff. Your customer service will quickly pick up on your positive approach and will reflect over and over again. Your employees will understand how serious you are about serving the customer, at the very least.