April 17, 2019 By The Editor
There is a huge disconnect between customers and businesses when it comes to feedback.
Knowing the best ways in which to connect and engage with clientele is crucial in understanding business etiquette and engagement when it comes to how you deal with your clients.
Why Quickly Promptly Responding to Calls & Emails is Important for Businesses
For a small business one bad experience can do quite a bit of damage.
Responding to requests, questions/comments promptly is necessary.
An American Express survey (PDF) shows that 60 percent of customers feel like their concerns are not being addressed by businesses.
For businesses, this is not encouraging news as 89 percent of people surveyed by the Customer Experience Impact Report (PDF) claimed that they started doing business with a competitor after a poor customer experience.
Email and website tools, allow customers to make requests digitally and customers expect timely responses to such requests; therefore, they should not be disregarded or delayed simply because they are in digital format.
It’s important to have a process in place to collect customer feedback and a way to log not only complaints, but also how you and your company respond to issues as they are reported.
Grace Ferguson of smallbuiness.chron.com states that:
“promptly respond to the customer and explain that you will get back to her by a certain time frame. Respond to emails and online inquiries within 24 hours of receipt.”
This is something that businesses of any size can accomplish if they listen to what customers reported in the CEI survey:
- Make sure that you are available via phone and email.
Be quick to respond to customer issues.
Listen to what customers are saying, don’t be clueless.
Make the effort to be friendly.
Get to know your customers and their history.
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