In the days of texting, instant messaging, and tweeting, customers are getting more and more demanding about how long they will wait – on the phone – getting an answer back – or a product they ordered. Couple this trend with the fact that many businesses are operating with less than full workforce – we have a major customer service challenge!
We’ve been talking about Garold’s service to me when I called to ask about a part for a drawer. This is great service – I received a call from Garold within hours from when I contacted him!
Perhaps one inexpensive way you can honor your customers is to create a culture where both external and internal customers will get a call back from a customer request within 24 hours. Sound impossible? Over 15 years ago, this was the philosophy that Federal Express taught every employee and their business results showed. What can you do in your business to equip your “customers” with what they need to be able to respond quickly? Here are some ideas:
- Providing customer service reps with an easy reference tool to answer the most frequently asked questions
- Training new employees on the value of responsiveness in their service to internal and external customers
- Establishing easy performance measures for such things as how long a phone rings before someone answers, how long a customer needs to wait before an acknowledgement, how long a customer waits for a response