A business can't afford to be casual about how it deals with its customers. The "I'm too busy" or the "you are just one of many customers" excuses are just not acceptable! We experience and hear horror stories constantly about poor responsiveness. The level of incompetency in this arena is mind boggling. We often wonder how something so obvious goes so wrong in so many companies.
Responsiveness is part of your culture. Is yours a casual, "I'll get to it when I can" kind of culture or is it a "I put my customers above all else and make their issues a priority" kind of culture? This is a key and fundamental issue that needs to be addressed.
How would your employees answer these questions?
1.When a customer calls and has a problem that requires a call back, how long does it take, on average, to call them back either with an answer or to let them know the problem is still being worked on?
2.If a customer leaves a message for an employee, what are the expectations in terms of how much time can elapse before calling him/her back?
3.What are the policies regarding responding to customers?
4.How much training have employees had with regard to responding to customers in terms of time management, prioritization of customer issues and dealing with difficult or angry customers?
5.At what level does decision making occur regarding customer problems and inquiries?
6.How well do employees understand the company's products/services, its policies and what the next level or step in problem resolution is?
Setting extremely clear expectations about responding to customers is critical. To some organizations it might seem like a relatively minor issue. Those organizations are bound to struggle. Those that have figured out how to respond expediently, effectively and with a caring attitude distinctly have an advantage over their competition.
- 小黑Lv 41 decade agoFavorite Answer
A business ...... many companies.
Responsiveness is ......
to be addressed.
How would your employees answer these
When a ...... is still being
If a customer...... calling him/her back?
What are the policies regarding responding to
How much ...... or angry
At what level ...... problems and inquiries?
How well ...... problem resolution is?
Setting extremely ......their competition.