Reducing Customer Response Times
Do you start to wonder if your email hasn’t been responded to within a few hours?
In today’s world where most communication is done through technology, we have been spoiled by quick response times. The response time refers to the time it takes a customer service representative to make the first point of contact after an inquiry is made. Even if you cannot resolve the issue at the first point of contact, acknowledging them in any way keeps the customer focused with you.
“A survey by Nielsen shows that 33% of customers’ would still recommend a brand that was quick to reply, even if the response was not complete.”
Does your company track response times and monitor? The average first response time can be calculated by taking the total of all response times and dividing it by the number of cases that you resolved. By knowing what your response times you can ensure that your company continues to increase efficiency by decreasing the rate over a period of time. If you have said that you will respond in a certain amount of time it is critical that you hold yourself accountable to those times. Continue reading “Reducing Customer Response Times”
Great customer service not only leads to referrals and increased business, but it also creates an excellent reputation. Solving customer service problems, however, can be challenging. Do you want to learn more about customer service or maybe you already have some of your own questions about customer service problems? We want to help your business.
Over the years I have had the pleasure of coaching and teaching many businesses throughout Calgary and Western Canada how to get the best results possible. What some of you don’t know is that my clients also teach me every day. I have learned that you should:
The ever-increasing mobile and technical world that we live in have created an urgency for quick response times and on-demand service. Traditional methods of interacting with customers have taken a shift especially as more millennials enter the marketplace. So how can your business stay up to par with the increased demand? It takes a collaborative effort from all team members and management to keep all customer service details flowing smoothly and consistently.
When appearing on radio or television, it’s vital that you maximize the opportunity to connect with your target market. The following are six ways to engage your audience in a meaningful way: 
