If you've ever used the telephone to contact a business you can relate to the frustration that can result from voice mail or automated answering services. Indeed, these business practices, which we believe are the height of inconsiderate, selfish business conduct, are at the very least tolerated, if not completely accepted -- several decades ago, before the 'rise of the machines', so to say, routing a phone call to a sterile voice mail message (yes, no matter how amiable the human voice may sound) was on top of every business' "Do Not Do" list.
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." The urgency of their need may play into the mix or their idea of a timely response may be linked to their expectations.
For some reason there is a perception amongst business people that a 24 hour response to a customer inquiry is sufficient. 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.
You may be utilizing a website feedback page, or perhaps answering phone calls or email feedback, but regardless, getting back to customers with alacrity is something you want your business to achieve in order to keep your customers happy. In short, responsiveness must be a de rigueur element in your customer service platform, because with this you can ensure that you can be gaining more leverage in the industry, delivering customer delight, keeping existing customers satisfied to the point of encouraging repeat business and increasing your share of the market through client referrals. Customer satisfaction is nothing without responsiveness, to put it in even shorter terms.
Check out our extensive assortment of door mortise machine auction for your project.