Customers Have You on the Clock – How Fast Will You Respond?

In customer service, the timing of your response is critical. When CSRs go through an entire five-minute call because the customer didn’t receive his order and then throw in an insincere “sorry” before they close, they won’t get credit for an apology. In the customer’s mind it’s too late by that point. Customer’s may be angry, but they can also be forgiving if you respond quickly.

Here’s a true story I share with training classes to illustrate the importance of a timely response:

 

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: