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. It cannot be refuted that in the good ole' days of customer service, such a practice was tantamount to customer service suicide, but with the advent of technology, these indecorous business practices have pretty much become the status quo, much to the chagrin of old-timers such as ourselves.
There isn't a doubt that 'your daddy's customer service' will still be much appreciated even in the most chaotic of times, thus providing customer satisfaction -- that would encompass answering the phone immediately if possible, not putting the customer on hold and instead coming up with correct answers on the fly and personalizing service with a cherry on top. 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.
It is not always required, though, that a company replies immediately to a customer query, may it by phone, via email or in person; a timely response is all that would be required. Responsiveness is a primary component of customer satisfaction.
Which leads us to the question -- what constitutes a timely response?
You have to consider the customer perspective when defining a "timely response." There are several ingredients that can be thrown in the stew of customer-defined timeliness, and these may include the customer's personal expectations or how urgently they need their queries answered.
Another deplorable aspect of customer service nowadays is the misconception that twenty-four hours to respond to a customer inquiry will do. Again, we are traditionalists who believe that if we were to take the customer's vantage point, having to wait a good twenty-four hours either for a simple answer to a very basic question or the smartest and most viable solution to an escalated issue would be totally ludicrous; such lack of alacrity is everything that epitomizes what is wrong with customer service in the 21st century.
When customers have a bad experience, from the customers' perspective, they are sure to seek other options for fulfilling their needs. Even one tiny mistake can lead to catastrophe, which is one customer telling everybody else about their poor customer service experience.
Regardless of the type of business you are in and whether you receive customer inquiries via telephone, email or a website contact form, it is absolutely critical that you get back to your customers right away. To put it succinctly, there are several reasons why responsiveness is a sine qua non precept in the field of customer service -- these would include increasing your share of the market because of customer referrals, gaining an advantage over the competition, encouraging repeat business and making new customers and old ones alike happy with your service. And to further simplify things, responsiveness and customer satisfaction go hand-in-hand, and the latter cannot exist without the former.
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